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News : Brady Deploys Pan-European Sesui Virtual Contact Centre for Technical Support
Oxford, UK, Sept 15, 2016 -- Sesui, the cloud-based telephony and contact centre provider, is providing Brady, an international manufacturer of identification and safety solutions, with a virtual contact centre. Underpinned by the Sesui i-Platform, the virtual contact centre has established a unified Technical Service Team that manages all Brady’s inbound and outbound technical support calls across European countries.
Having deployed Sesui’s Cloud-based telephony solutions in a number of European locations since 2009, Brady was looking to further unify its European Technical Service Teams to provide a unified, location independent customer experience and to support expansion into new territories.
Timothy Raemdonck, Technical Service Manager, Brady EMEA, explains: "Previously the telephony function had been fragmented by country, with limited unity and flexibility in allocating and managing resources for upcoming or emerging regions. Although we had an idea of how we wanted to unify support for customers across Europe, the concept of a contact centre hosted in the Cloud was new to us.
"Sesui’s approach is different to other vendors in that it looks for the solution that is right for the client, rather than asking the client to bend to the solution. As such, it wasn’t until talking to Sesui that we discovered options that could also centralise call management and support future European expansion."
Sesui initially established a pan-European virtual contact centre for the Technical Service Team that managed four main regions and languages – English, French, Dutch and German – from the Brady site in Zele, Belgium. Now, all teams in the region are supported. "For the customer, it doesn’t matter where the team is based. What matters is the manner in which they are supported from a language and skills perspective," adds Timothy.
Posted by Veronica Silva Cusi, news correspondent
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About Sesui Ltd.:
Sesui Ltd is a cloud-based call management and contact centre pioneer setting the standard for resilient, scalable, flexible and functional telephony solutions that deliver tangible business value. Built around the compliance, legislative and commercial needs of each individual customer, Sesui’s award-winning telephony solutions are agile, innovative, feature-rich and compatible with any type of phone line or infrastructure.
About Brady Corporation:
Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady’s products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software.
Published: Tuesday, September 20, 2016