Case Study: Iress achieves global collaboration and customer service excellence with Zoom Video Communications

Australia-based tech firm Iress moved its phone system to the cloud to simplify its stack and align to a broader technology strategy

IRESS, a leading fintech company, needed a more efficient way to manage global communications and customer support across multiple regions. Using Zoom Video Communications’ Zoom Phone and integrated communications platform, IRESS looked to simplify its phone system, improve follow-the-sun routing, and reduce the time and complexity of managing support queues.

Zoom Video Communications implemented Zoom Contact Center alongside Zoom Phone, with professional services helping migrate existing call centers globally in about six weeks. The results included setup of new queues in 10 minutes instead of two to three days, about 50% weekly IT time savings, and easier reporting and configuration, while also improving customer service visibility and overall efficiency.

IRESS

Anthony Feher

Systems Engineer