Case Study: QuadReal Property Group achieves seamless remote contact center operations with ComputerTalk ice Contact Center

ComputerTalk established QuadReal's first ever contact center to enhance remote operations and boost productivity

QuadReal Property Group, a global real estate investment, operating, and development company headquartered in Vancouver, needed a contact center solution that could support tenant and resident inquiries efficiently while fitting its Microsoft-centric environment. Working with ComputerTalk, QuadReal implemented ice Contact Center for Teams, starting with a simple voice-only cloud setup and later evolving as the business grew and migrated from Skype for Business Online to Microsoft Teams.

ComputerTalk’s ice Contact Center provided Teams-native voice, call recording, advanced routing, and monitoring/reporting tools that helped QuadReal improve call handling, route callers to the best agents, and track key service metrics such as GOS, abandons, ASA, calls offered, and calls handled. The company reported better voice quality, fewer telephony support calls, faster call presentation to agents, and seamless remote operations during the pandemic, enabling QuadReal to maintain productivity and service levels while working from home.

QuadReal Property Group

Chris Farrer

Senior Telecommunications Engineer