“User-friendly system supports our business”

 - Jan Pettazzoni, System Administrator, Tolkförmedling Väst  

 

When Tolkförmedling Väst was founded, four business units needed to work as one. As the merger moved forward the interpreter agencies needed a common phone system, resulting in enhanced overview and reduced levels of vulnerability in the business.  

 

TOLKFÖRMEDLING VÄST was founded in 2013 when four local interpreter agencies merged. The journey toward the different offices working in the same systems required several steps, and the telephony was one of them. None of the business units had used a specific contact center solution before. Jan Pettazzoni is system administrator and responsible for Tolkförmedling Väst’s IT-systems. -For some of the employees who had worked in the previous units it was difficult to see the new organization as one rather than four separate ones, says Jan. Technology can be a great help in regard to that: having one solution that gives you an overview of which employees are logged on to the system, regardless what location they work from. The technology works for us and Competella makes us function as one unit.

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Challenges

  • Merge 4 business units to 1
  • Human resource optimization
  • No contact center solution to manage bookings

 

Customer benefits:

  • User-friendliness in focus
  • Decreased vulnerability
  • Shared resources
  • Supports the needs of the business
  • Flexible solution that is easy to use
  • Reliable

 

Solution:

  • Competella Contact Center Enterprise
  • IVR
  • Call Back
  • Mobile Presence
  • Quality Monitor