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Transformative Outcomes
with CC4Teams

Overview

Imparts partnered with Jasco Consulting to modernize their outdated telephony system, transitioning to Microsoft Teams Direct Routing.

This solution utilized their existing SIP channels through Telstra and current Session Border Controllers (SBC), leveraging the Microsoft 365 platform. 

After evaluating four competitive products, Imparts selected Channel UC’s CC4Teams, a natively integrated solution for Microsoft Teams, enabling seamless connectivity with existing SBCs without the need for complex changes. 

This marked a new era in communication for Imparts, facilitated by the strategic collaboration with Jasco Consulting and Channel UC.

 

About Imparts

For over 38 years, Imparts has been established as Australia’s largest independent European parts supplier.

With a dedication to servicing the automotive trade and a commitment to distributing the world’s premium automotive brands, Imparts has continued to set new standards in the automotive parts market.

With a network of warehouses Australia-wide and a wealth of product knowledge through its employees, Imparts is driven by the demands of its trade customers to provide the right part at the best possible price.

Industry: Automative

Company size: 51-200

Learn More: https://www.imparts.com.au/

Highlights

Enhanced Call Centre Features

Proactive Partbership

Robust Support

Solution

Imparts’ telephony solution involved two key components. Firstly, Microsoft Teams Direct Routing was chosen as the base solution, utilizing the Microsoft 365 platform and existing SIP channels via Telstra. Secondly, for contact centre needs, Imparts selected Channel UC’s CC4Teams, known for its native integration with Microsoft Teams and seamless connectivity with existing SBCs.

The implementation of CC4Teams, completed in about a month, brought advanced call centre features, comprehensive reporting, and enhanced call visibility. The solution’s Agent and Supervisor consoles enabled real-time monitoring of call queues, leading to improved customer service through quick and informed decision-making.

Results

The deployment of CC4Teams was crucial for Imparts, achieving full integration in just one month. This swift implementation included thorough testing and team training, with exceptional support from the Channel UC team. CC4Teams enhanced Imparts’ call centre operations, providing advanced features and clear visibility of their daily call volume.

The solution’s Agent and Supervisor consoles enabled quick decision-making to improve customer service, with features like cherry-picking and call-back requests boosting efficiency.

The proactive partnership between Imparts, Channel UC, and Jasco ensured swift resolution of challenges and ongoing support, significantly improving Imparts’ communication infrastructure and positioning them for continued success.

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