Case Study: Warmworks achieves a resilient cloud contact centre and improved call quality with Mitel MiCloud Connect

Warmworks - Customer Case Study

Warmworks, which delivers the Scottish Government’s Warmer Homes Scotland energy-efficiency scheme, depended on a high‑quality contact centre to manage customer journeys from referral to installation. Their legacy PBX lacked key contact‑centre features, suffered from poor call quality and limited call logging, and placed undue strain on IT while hindering remote‑worker integration and business growth.

Mitel implemented MiCloud Connect with Optymyse wallboards, deploying 52 profiles (including 20 contact‑centre agents) and a two‑month training programme. The cloud solution improved call quality and resilience, unified telephony, mobility and collaboration, provided real‑time metrics, reduced maintenance burden on IT, enabled seamless remote working across satellite offices and positioned Warmworks to pursue CRM integration for further service improvements.

Warmworks

Michal Drozdowicz

IT Development Manager