Commercial and Retail Success Story | SEBRAE-MG

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SEBRAE-MG

SEBRAE-MG deploys Unify’s OpenScape Enterprise Express for Advanced Unified Communications Capabilities

With Unify OpenScape Enterprise Express SEBRAE-MG will introduce a new way to work for employees, providing them with: a unified communications experience that is mobile; and professional contact center that will deliver higher customer satisfaction scores.

Task

Operating in 57 micro-regions of the state, encompassing 853 municipalities of Minas Gerais, Serviço de Apoio às Micro e Pequenas Empresas de Minas Gerais in Brazil (SEBRAE-MG) offer products and services that support entrepreneurs in the different stages of business development, providing complete guidance to those wishing to open, diversify or expand a business.

SEBRAE-MG needed to replace an old telephony system. The old system was not flexible enough and did not provide any of the benefits of a unified communications solution. Employees distributed over a large geographical area needed a better way to communicate and collaborate. It was time for a technology upgrade. Additionally SEBRAE-MG desired a modern contact center to improve their call center operations.
Unify participated in a competitive bidding process and won the contract to replace the old telephony system with OpenScape Enterprise Express. This offered a robust solution and added other features to the environment, increasing the team’s productivity and effectiveness levels in addition to bringing greater mobility for the users.

In the end the scope of the project expanded to deliver a comprehensive unified communications and a professional contact center solution to approximately 830 users in 62 localities of Minas Gerais. SEBRAE-MG has operations in eight regions (South, North, Northeast, Central, Jequitinhonha and Mucuri, Triângulo Minerio, Zona da Mata and Rio Doce) of the state. The project’s total investment was around R$ 2,8 million – the equivalent of US$ 873.000.

Solution

OpenScape Enterprise Express.

In order to meet SEBRAE-MG’s needs, Unify deployed the OpenScape Enterprise Express platform, a complete enterprise communications solution bringing unified communications, telephony, call center, real time presence, instant messaging, web conferencing (scheduling and meet-me), unified messaging, including e-mail, voice mail, fax and multiple devices, as well as mobility features.

Benefits

With OpenScape Enterprise Express, Unify revolutionized the SEBRAE-MG’s communication system. The organization’s Call Center was one of the first areas benefited by the project and had the following benefits among others:

  • Automated real-time reports: easy to understand, they present status of operations in progress.
  • Improvements in VoIP telephony, mainly in three pillars: technology update; improved user operation with extensive system visualization; and increased productivity through unified communications.
  • Access to new features: easy and user friendly platform for current operators and easy training of new employees; free space at service points; chance of concentrating all activities only on the computer, not requiring other machines.
  • Teams based on group of timetables: each group can see the other attendant’s subject schedules. With that, the operators know who is late and can improve the customer service. Currently, SEBRAE-MG has 27 attendants working in five shifts.

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