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Case Study Product
Jan 28, 2025

Advancing Contact Centers in the Public domain with PSA

A public-facing government entity, faced significant communication challenges due to siloed and disparate voice channels across the organization. The poor customer experience was exacerbated by the use of legacy telephony platforms nearing end-of-life, such as Skype for Business. Additionally, there was a pressing need for greater call visibility and end-to-end monitoring to enhance customer satisfaction.

Solution

To address these issues, SOFTEL implemented Phone System Admin, a comprehensive telephony solution. This included advanced call routing workflows to improve customer satisfaction and productivity, organization-wide configuration of Office 365, and voice encryption. The solution also involved replacing independent PBX systems with a centralized telephony solution managed by Microsoft.

Result

The implementation of the new telephony solution led to several positive outcomes for the government entity. The centralized telephony system allowed for proactive monitoring and reporting, enabling the organization to track and monitor customer SLAs on infrastructure uptime and service performance. This integration significantly improved customer experience and operational efficiency, ensuring that the organization could meet its communication needs effectively.

Kevin Reginold
Written by

Kevin Reginold

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With over 30 years of experience in customer experience (CX), information technology (IT), and enterprise collaboration and communication solutions, SOFTEL delivers the insight and innovation that drive real results. Our deep expertise—including in advanced contact center technologies—enables us to solve complex challenges and support the evolving needs of our clients.

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