ValPak

The Challenge

Valpak’s Microsoft Lync telephony deployment was reaching end of support, and the business needed a versatile, future-proof contact centre solution with additional features and functions that were simply not available through a standalone on-premise or cloud-based telephony solution.

The Solution

Valpak chose to partner with us thanks to our ability to provide a custom built, tailored solution, and our in-depth knowledge around Microsoft products and services.

Our experts knew that Microsoft Teams was the most logical fit for Valpak’s needs, and a natural, cloud-based progression from its on-premise solution. We implemented a full-scale Teams migration and our specialist unified communications team worked alongside Enghouse consultants to include an EICC (Enghouse Interact Contact Centre), selected for its track record in enabling 10,000+ mid-market and enterprise customers to improve their customer service and contact centre operations.

All SIP trunks were provided through ribbon gateways stored in our Tier 3 ISO27001 data centre, and the EICC add-on also delivered a multitude of clever features such as voice recording, auto skill allocation, detailed reporting for key performance indicators, shadowing capability and call visibility through wall boards.

The Outcome

We met all of Valpak’s needs with a smooth and efficient deployment of a cloud-based telephony system through Microsoft Teams, an all-inclusive SIP package which resulted in a significant saving and healthy return on investment, and all the useful call centre features and functions it needed to serve its customers. 

I can comment on the professionalism and exceptional service provided by ITPS. The solution saved us money compared to what we had with the old provider, the solution was very cost effective and remained reliable whilst using loads of different technologies.

Darren Adams | Reconomy Head of IT Services and Infrastructure