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Dublin, Ireland, Oct, 2021 -- Welltel, an Irish business communications company, has announced that it has delivered a new bespoke cloud-based contact centre solution to Irish IT services provider, Ergo. Earlier this year, Ergo announced plans to create 60 jobs as part of an investment and the solution will scale to meet these needs.

In business for nearly 30 years, Dublin and Cork-based Ergo provides IT infrastructure, cloud, security, software licensing, print and IT resourcing services that drive productivity and profitability for customers.

The company wanted to improve its customer service platform so that it could get a clear view of customer interactions, improve productivity and access automated in-depth reporting. Welltel created a transformative cloud contact centre solution which enables Ergo agents to manage all customer communications via phone and email through one integrated system.

Damien Kelly, Technical Operations Manager, Ergo: "Welltel’s cloud contact centre has transformed the way we interact with our clients and has futureproofed our customer service, delivering an integrated call centre which enables us to meet the individual needs of our customers.

"Advanced features and automated functions have simplified tasks for agents and overall have provided a big picture view of who is getting in contact and what their specific queries are. It was vitally important for us to be able to provide in-depth, granular reporting for customers, and automated reporting has really streamlined this process. We also achieved better emergency communications internally so that we can notify customers quickly in the event of a critical issue, without having to wait for a third-party to react."

Sean Maher, Business Development Manager, Welltel: "It is great to work with a visionary digital workplace leader like Ergo which sees the real advantages of automation and simplification as a means of driving measurable business advantage. Its new contact centre system is so easy-to-use, cost-efficient, and seamlessly integrated with the company’s phone system, with all data securely hosted and backed up at our data centres in Dublin and Cork to ensure business continuity."

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Posted by Veronica Silva Cusi, news correspondent

Date Posted: Tuesday, October 5, 2021