Case Study: The Wise Group achieves greater contact center efficiency and improved customer satisfaction with Mitel MiContact Center for Microsoft Lync

Increased functionality, greater productivity, and precision management wins over social enterprise

The Wise Group is a Glasgow-based social enterprise with around 150 employees and dispersed contact centers across Scotland and the North East of England. Facing growth, rising call volumes and a need for flexible, short-term office and remote-working arrangements, they outgrew an outdated VoIP PBX and needed a unified communications and contact-center solution that tightly integrated with the Microsoft stack (Lync/Office 365/Active Directory).

Working with a Microsoft partner, The Wise Group deployed Microsoft Lync Server and Mitel’s MiContact Center for Microsoft Lync—the first Lync-based contact center in Scotland. The integrated solution delivered rapid rollout, better contact-center management and reporting, increased agent productivity and improved call handling (reducing abandoned calls), easier scalability for pop-up offices and remote workers, and ultimately higher customer satisfaction.

The Wise Group

Barbara Ferguson

ICT Manager