GlobalSign

GlobalSign needed a cloud-based contact center solution that could provide secure call recordings, geographical flexibility, and ease of management while being affordable. Their existing Cisco system required extensive maintenance and was costly to keep up to date. The company sought to improve their total cost of ownership (TCO) and integrate calls within Microsoft Teams.

GlobalSign chose AnywhereNow for its native integration with the Microsoft ecosystem. They partnered with Fuse2 Communications for implementation and technical support. The transition to AnywhereNow Dialogue Cloud was smooth and methodical, with one office being migrated at a time to accommodate multiple time zones and staff onboarding. The solution provided:

• Secure call recordings and geographical flexibility
• Integration with Microsoft Teams to reduce the number of apps needed and create a single-screen experience for agents
• Easy access to features and intuitive interface design to maximize system potential

Tangible benefits

• Increased agent productivity, communication effectiveness, and reliability
• Real-time insights for team leaders and managers, improving workforce management
• Access to wallboards in the app or web-based version, whether in the office, at home, or traveling
• Enhanced tracking of calls and better anticipation of resource needs

Looking ahead
GlobalSign continues to benefit from the AnywhereNow Dialogue Cloud Contact Centre platform, which has significantly improved their contact center productivity and effectiveness. The company values the good guidance provided by AnywhereNow, including short videos explaining features, which has empowered their agents. The strategic decision to integrate with Microsoft Teams has streamlined their operations and reduced complexity, setting the stage for continued success.

‍