Technology Record - Issue 33: Summer 2024

71 CASE STUDY: GLOBALSIGN GlobalSign provides identity and security solutions designed to help businesses, cloud service providers and internet of things companies secure online communications, manage millions of verified digital identities and automate authentication and encryption. The company, which has offices in multiple countries, managed its global communications using an on-premises contact centre solution but struggled to keep it operating reliably, securely and cost effectively. “The trouble we had with our old contact centre provider was that it required a lot of maintenance and work to run, and it was very time-consuming and complex to keep up to date,” says Stuart Rugg, GlobalSign’s support and operations manager. “The yearly maintenance costs were enormous.” To overcome these challenges, GlobalSign decided to replace the platform with an affordable cloud-based contact centre platform that would be easy to manage and provide both secure call recordings and geographical flexibility. It also wanted to access calls within Microsoft Teams. GlobalSign chose Anywhere365 Dialogue Cloud, a cloud-based contact centre solution that natively integrates with Teams and other backoffice IT systems to enable businesses to interact with customers across any channel via any device, from anywhere at any time. The solution uses artificial intelligence, machine learning and Microsoft Azure to automatically route customer enquiries to the most relevant employee via Teams. It also provides contextual and historical customer data to help employees personalise interactions and ensure first contact resolution. Fuse2 Communications, a premier partner of Anywhere365, implemented Dialogue Cloud one office at a time, with positive results. “It’s lovely to work with a company that’s focused on good customer support, always easy to contact and quick to understand and resolve any issues,” says Rugg. Migrating to Anywhere365 has enabled employees to communicate more effectively, increasing their productivity and reliability. “It’s easy to access and to answer and receive calls through Teams,” says Rugg. “The native integration was key to reduce the number of applications needed and to create a real singlescreen experience for agents. With the intuitive interface design, staff can maximise the system’s potential without missing a beat.” GlobalSign can also track calls much more easily, adds Rugg. “People can access wallboards, whether in the app or the webbased version, whether they’re in the office, at home or even travelling around. The team leaders and managers have found big improvements in workforce management. They now have real-time insights at their fingertips, allowing them to anticipate and optimise resources and support staff more effectively.” Fuse2 Communications implemented Anywhere365 Dialogue Cloud to help the global identity and security solutions provider boost employee efficiency and lower the cost of its worldwide contact centre operations Cutting the complexity of contact centres GlobalSign’s Stuart Rugg (right) discusses the roll out of Anywhere365’s Dialogue Cloud with a colleague