UC and IT for Tech Company
Future proof unified comms, contact centre, and managed IT services.
The Challenge
Our client, a leading technology provider specialising in integrated payment solutions with a customer base that includes major national retailers, had grown rapidly in both size and complexity.
When the shift to remote work that occurred during the COVID-19 pandemic, the business quickly adapted. However, as they moved toward a permanent hybrid work model, their existing phone system no longer met the evolving demands of a dispersed and growing workforce.
Key challenges included:
- Limited visibility into customer service metrics and staff performance.
- Inability to scale efficiently when adding new team members.
- A need for more advanced reporting and analytics to support KPI tracking.
- Lack of a robust, cloud-based contact centre with tools to support hybrid teams and ensure consistent customer experiences.
The Solution
Arrow Voice & Data worked closely with the client to understand their operational needs and long-term business goals. Following a detailed consultation and review of their IT and communication infrastructure, Arrow recommended a single-platform solution using the 8×8 Cloud Communications platform. This delivered a powerful, scalable UCaaS and CCaaS solution designed to support a hybrid workforce and deliver measurable business outcomes.
Key features of the solution include:
- 8×8 Cloud Unified Communications & Contact Centre: Voice, video, messaging, and customer engagement tools in one platform.
- Managed IT Support: Enabling future infrastructure expansion and ongoing performance optimisation.
- 24/7 Australian-Based Support: Reliable, responsive assistance whenever it’s needed.
- End-to-End Delivery: Full installation, training, and ongoing maintenance included.
The Outcomes:
The organisation now benefits from a centralised, cloud-based communications platform that empowers both in-office and remote staff. The seamless integration of their contact centre and phone system has led to measurable improvements in both customer engagement and internal collaboration.
- Enhanced Productivity: Employees are equipped with consistent tools that remove app switching and streamline collaboration, whether working from the office or remotely.
- Scalability & Flexibility: New users can be added quickly and efficiently, supporting ongoing growth.
- Improved Customer Insights: Advanced analytics and custom reporting allow managers to track performance, identify trends, and take proactive action to elevate customer service.
- Business Continuity: The organisation is better equipped to adapt to market changes and business shifts without disruption.
- Optimised Contact Centre Management: Supervisors now have full visibility over agent performance and workload, leading to smarter resource allocation and higher service standards.
Procurement Specialists
Arrow Voice & Data is your single point of contact for all IT and telecommunications needs. As trusted procurement specialists, we manage everything—technology sourcing, licensing, support, and warranties—under one umbrella, reducing complexity and cost for your business.
Our Turn Key agreement ensures predictable monthly costs, complete compatibility between systems, and a scalable path for business growth. With expert advice, a dedicated account manager, and 24/7 Australian-based support, your business is free to focus on what it does best—while we handle the rest.