Case Study: Söderberg & Partners achieves omnichannel customer experience with Mitel’s MiContact Center Business

Söderberg & Partners - Customer Case Study

Söderberg & Partners, the leading insurance broker in the Nordics with around 2,000 employees, faced growing complexity as telephony and email systems operated on separate platforms. Rapid growth and disparate contact center tools created friction for agents, limited channel options for customers and hindered productivity and service levels.

Mitel deployed its latest MiContact Center Business (with MiVoice Office 400 and IP phones), moving S&P from client-based to a unified web-based omnichannel contact center supporting voice, chat, SMS, email and social media plus workforce management and CRM integrations. The result was a streamlined, resilient platform that lets agents handle simultaneous interactions, improves first-contact resolution and reporting, simplifies administration and enables new channels and services.

Söderberg & Partners

Ola Sandvig Pettersen

IT Manager