Case Study: Antalis improves call handling and customer service with Mitel

Antalis boosts first-call resolution by 15% with Mitel

Antalis, a leading European wholesaler of paper and packaging, faced challenges with its outdated and fragmented communication systems across its Nordic offices. This hindered internal collaboration and efficient customer service. To address this, Antalis partnered with Mitel to implement a unified communications and contact center solution that integrated with their CRM system.

The solution from Mitel provided intelligent call routing and CRM integration, which connected customers to the most suitable agent. This resulted in 90% of calls being answered within three rings and a 15% increase in first-call resolution rates. Mitel's integrated system also led to a 10% reduction in average call handling time, significantly improving customer service efficiency and supporting organizational growth.

Antalis