Case Study: Sun Office Solutions improves call center efficiency with Vertical Communications

Unified Communications Brightens Prospects for Sun Office Solutions

Sun Office Solutions, a retail office products company in Centennial, CO, needed to replace an aging hardware-based communications system that slowed customer service, lacked intelligent call routing and CRM integration, and made it difficult to support mobile staff. Vertical Communications stepped in with its Wave IP unified communications platform, along with Wave ViewPoint UC, Wave Contact Center, and related applications to modernize the company’s communications and call center operations.

Vertical Communications implemented CRM-linked call classification, detailed reporting, wallboard-style Q-View displays, mobility tools, and presence management, all on a single licensed platform with built-in recording and logging. The results included faster call distribution, improved customer service, easier reporting, and better visibility into contact center performance, while a mirrored Wave server reduced downtime to just minutes in the event of a system issue.

Sun Office Solutions

Robert Marchetti

Director of Information Technology