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Hotline Bling! We Invest in Our IT Help Desk’s New Telephony System

  • 15th February 2021

Written by Anna Murphy, Communications Lead

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Blondie famously sang about hanging on the telephone – but this wouldn’t have been the case if they’d tried to contact our IT Help Desk with our new telephony system!

Over the next few weeks, we’ve got some really exciting updates coming to our IT Help Desk and we can’t wait to share them. This week, we’re kicking it off with the successful migration of our first teams over to the new Hosted Teams Voice (HTV) solution, with help from our friends over at Claranet and Puzzel.

IT Help Desk Innovation

Over the last few months, our team have been looking for an alternative telephony platform for our award-winning IT Help Desk. After identifying a solution that will provide us with all of the functionality required to grow as a business, we’re delighted to announce that we’ve migrated our teams over to the new system.

Tina Hand, our Head of Systems Support, said: “Throughout this process, the team and I have been working together to look at the future needs of both Retail Assist and our clients to understand the additional functionality and requirements needed to support our growth and the future business demands. We are extremely excited to be working with industry-leading Claranet to provide their Hosted Teams Voice and Puzzel Hosted Contact Centre solutions. We are all really looking forward to the new features our IT Help Desk teams will be able use, along with the additional benefits we will be able to offer to our existing and new clients, too.”

At Retail Assist, we pride ourselves on continuous innovation: the tech world never stands still and we constantly reassess the service we provide to our customers.

Dan Smith, our CEO, said: “We know the importance of re-investing in our services to be ahead of the future needs of our clients. The choice in industry-leading Claranet’s Hosted Team Voice and Puzzel’s Hosted Contact Centre to seamlessly engage our IT Help Desk analysts across voice, email, social media, SMS, with those at the front line of our client teams was an obvious choice.”

Kevin Greathead, our Chief Services Officer, added: “We are constantly looking for ways to improve our service offerings by introducing new technology and working with innovative service providers. We have selected Claranet to introduce their Hosted Teams Voice platform and Puzzel Hosted Contact Centre solutions as these are key tools to improve the efficiency of our 24x7x365 multi-lingual IT Help Desk team. We have linked the Contact Centre solution to our ITSM tool to create a single point of service for all of our customers and we look forward to using these new solutions.”

Keep your eyes peeled for more updates as we continue to invest in our services to meet the needs of our customers, now and in the years to come. Subscribe to our blogs here to make sure you never miss an update.

  • 15th February 2021

Written by Anna Murphy, Communications Lead

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