Cloud Contact Centre for Financial Services 

Flexible cloud-based communications to support national growth

The Challenge

A national financial services provider with offices in Australia and overseas was entering a dynamic phase of growth. Their existing on-premise phone system no longer met the evolving needs of the business. With over 24,000 customers and a strong partner distribution network, the organisation needed a sophisticated and scalable communication solution to:

  • Support operations across multiple locations, including international offices.
  • Replace outdated on-premise phone infrastructure.
  • Streamline voice, contact centre, video, and chat into a unified platform.
  • Provide a future-ready solution that could grow with the business.

The Solution

Arrow conducted a comprehensive needs analysis and recommended 8×8’s Virtual Contact Centre and Virtual Office solutions, delivered as a fully managed cloud-based service. The platform was designed to unify communication across two key sites—domestic and international—while delivering critical features for contact centre operations.

To ensure a seamless transition, Arrow’s deployment included installation, training, and ongoing 24/7 Australian-based support, along with a dedicated project manager to oversee rollout and post-implementation performance.

Key features of the solution include:

  • 8×8 Virtual Contact Centre: Real-time reporting and analytics from any device, allowing insight into queues, wait times, and customer journeys.
  • Omnichannel Routing: Skill-based routing, IVR, queued and web callbacks, and support across chat, email, and social platforms to avoid missed opportunities.
  • Unified Communications: Integrated softphones, voicemail, IM, video, call recording, fax, web conferencing, and presence.
  • IP Handsets & Flexible Add-ons: Easily scalable with options to expand users, devices, and features as needed.
  • Fully Managed Implementation: Turn Key delivery with setup, training, and ongoing system management.

The Outcomes:

The organisation now operates a fully cloud-based communications platform that connects teams in Australia and offshore locations. By moving away from legacy on-premise infrastructure, they’ve reduced operational complexity, eliminated expensive maintenance, and gained the agility to grow without communication bottlenecks.

  • Improved Customer Experience: Omnichannel contact centre capabilities allow seamless engagement across preferred customer channels.
  • Smarter Business Decisions: Real-time data and analytics drive operational efficiency and service improvements.
  • Increased Flexibility: Staff can work from anywhere with consistent access to business communication tools.

Procurement Specialists

Arrow Voice & Data is your trusted partner for end-to-end communication and IT solutions. As procurement specialists, we handle every aspect of technology—from sourcing and setup to support and optimisation.

Our Turn Key approach provides predictable costs, future-proof systems, and the confidence that your business communications are in expert hands. Whether you’re expanding locally or internationally, we ensure your technology evolves with you.

Project Details

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