Case Study: Ingenico achieves faster, more flexible call centre operations with Brennan IT's unified communications solution

Ingenico slashes call wait times in half with Brennan IT

Ingenico, a leading provider of payment services and technology, faced a critical challenge when its aging PABX system failed completely, threatening its call center operations. The company needed to urgently deploy a new unified communications system to handle its high-volume inbound and outbound calls. Based on a recommendation, Ingenico engaged vendor Brennan IT to implement a solution using a Unified Cisco CallManager platform integrated with Zeacom Contact Centre.

Brennan IT executed a rapid, seamless migration under pressure, restoring service within hours of the old system's failure. The new system provided Ingenico with vastly improved flexibility, call control, and reporting capabilities. The measurable results were significant, with call wait times slashed in half and a level of responsiveness that greatly increased productivity. Ingenico credited Brennan IT's expertise and preparedness for the successful outcome.

Ingenico