Mobilize 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 the possibility to sharere sources among the various operational units.
The solution
Open Communication has become the heart of Mobilize Contact Center services, configured with a redundant architecture compliant with DORA specifications. The platform has been structured with a customized multi-tenant logic: each department operates in a completely isolated environment, visible only to its own users, with no infrastructural impact. A key feature developed specifically allows some operators and supervisors to work on multiple departments simultaneously from a single client, eliminating the need to manage multiple sessions. Completing the solution, the SIP Trunks have ensured flexibility in the management of phone numbers.
The results
Complete migration of all Contact Center services, with full satisfaction regarding service levels, functionality, and monitoring
01
Decommissioning of the previous platform within the established timeframes without operational downtime
02
NIS2/DORA compliance guaranteed through redundant architecture and dedicated parameters
03
Multi-tenant environments per department, isolated and independent, without infrastructural impact
04
Operators and supervisors authorized to manage multiple departments from a single client, without parallel sessions