Case Studies
Unified communication platform
Contact Center Cloud, Unified Communication and SIP Trunk:
a single technology partner, three stories of digital transformation
Mobilize Financial Services
Sector: Financial Services
The challenge
Mobilize Financial Services needed to replace an on-premises Contact Center solution with a modern Cloud platform integrated with Salesforce. Main requests where scalability and flexibility, separation of individual functions and sharing resources among the various operational units.
The flexibility of SIP trunks compared to existing solutions has led to the decision to migrate gradually to the new technology.
The solution
Open Communication has become the heart of Mobilize Contact Center services, configured with a redundant architecture in compliance with DORA specifications.
The results
Complete migration of all Contact Center services, with full satisfaction regarding service levels, functionality, and monitoring.
Ultragas CM
Sector: Energy/Utilities
The challenge
With offices distributed throughout the Italian territory, Ultragas CM was managing an heterogeneous set of telephony solutions and fragmented order management, entrusted to individual offices. There was the need to centralize operations, reduce costs, speed up the opening of new offices, and have statistical tools to monitor orders and technical interventions in a structured way.
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The solution
After a Proof of Concept that validated the platform on all requirements, Ultragas CM chose Open Communication for the gradual migration of all Italian offices. The solution was combined with voice flows for integrated end-to-end management.
The results
Cost reduction of over 40% compared to the previous solutions, including voice lines. Centralization of orders and statistics not available on the old platform.
Autocentri Balduina
Sector: Automotive/Retail
The challenge
Autocentri Balduina had a fragmented infrastructure: different telephone systems spread across multiple sites, no integration with Salesforce, and outdoor areas with no telephone coverage.
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The solution
Open Communication has replaced all the previous solutions, unifying the management of the Contact Center and multi-site telephony into a single platform.
The results
A complete move away from all previous voice solutions, with cost optimisation and fully centralised management.
We created Open Communication using the most modern technologies
Web-based, multi-device,
and ready to use
