Case Study: Helly Hansen achieves streamlined contact centre operations and tighter cost control with Enghouse Interactive Communications Center

A New Way of Communicating Lync drives Helly Hansen’s Contact Centre Journey

Helly Hansen, the global sports and outdoor clothing manufacturer, needed to modernize an aging, inflexible telephony infrastructure that made it hard to update phone queues, change messages or onboard new starters. To support a strategy of global standardisation using Microsoft Lync for unified communications, Helly Hansen selected Enghouse Interactive and its Communications Center (EICC) to provide the sophisticated contact centre functionality Lync lacked.

Enghouse Interactive implemented the modular EICC integrated with Lync—adding multimedia contact centre, attendant console, IVR, call recording and quality monitoring—to give Helly Hansen tighter control over call management and routing and better insight into agent activity. The deployment has already begun to streamline operations (agents can now answer calls from home) and deliver measurable savings, including a $25,000 reduction in travel costs during a five‑month Lync pilot, while providing reporting capabilities to drive further cost management and productivity gains.

Helly Hansen

Sandy Abrahams

IT Director