Pelican Rouge Group has selected Unify, the communications software and services firm, and its accredited partner Viegli, to transform its communications infrastructure in the UK with the OpenScape Business platform.
The OpenScape Business platform will bring a new level of mission-critical availability and reliability to the communication capability in Pelican Rouge Groups' UK distribution network – boosting the company's ability to deliver seamless customer service.
Pelican Rouge Group, a long established coffee company with its own brand active in 12 European countries, was having difficulties with an existing aging telephony only system. In the UK, the existing system was nearing its end of life and could no longer be supported. With a large scale distribution network, that relies on effective external and internal communications, it is critical that Pelican Rouge has a truly resilient communications in place. In addition, the Pelican Rouge UK team wanted more control and visibility on analytics, particularly around team performance.
After consulting with implementation partner Viegli, Pelican Rouge Group opted to implement the Unify OpenScape Business platform. OpenScape Business, which was specifically developed for the fast-growing SMB market, will increase the stability of the company's communications network while leaving room for future innovation.
OpenScape Business is a pure software solution, providing a complete all-in-one UC offering for Pelican Rouge, including voice, conferencing services, web-collaboration including video, presence, mobility, social networking and multi-channel contact centre capabilities.
In fact, at the core of Pelican Rouge Group's new system is a 58 seat inbound contact centre that has already taken more than 100,000 inbound calls, reducing abandoned calls by over 64% and improving the customer service that Pelican Rouge provides. Other benefits such as mobile integration and the myPortal for Outlook have allowed staff to interact with each other in a new, and much more productive, manner.
Tony Hall, IT Director UK & Ireland commented: "Unify's OpenScape Business is a great foundation from which we can move forward with our communications plans. There's a lot of options that come with the solution that we're looking into that will provide a real benefit to the business operations in the UK, and we look forward to working with Viegli to make these things happen in the future."
Robert Nunn, Technical Director, Viegli said: "Pelican Rouge Group was faced with a common problem – telephony systems were no longer fit for purpose. We were happy to work with Pelican Rouge to find the right solution for them and Unify's OpenScape Business was the clear choice for reliable, modern communications.
"The teams at Pelican Rouge and Viegli are working closely together to continually improve the service that Pelican Rouge provide to their clients and by providing a "live" helpdesk for them their staff can contact us at any time for advice and or assistance with the system."
Tony Smith, By Tony Smith, UK&I Channel Sales Director at Unify: "Whether we're helping provide a solid backbone or innovative, cutting edge communications solutions, it's always pleasing to see the great value our channel partner network brings in meeting the needs of customers with our industry leading technology."
With the initial implementation complete and a success, Pelican Rouge Group is looking to consolidate more of their depots onto OpenScape Business. This will provide the business with the ability to focus on maintaining high uptime and availability across its communications network.
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