HOSTED TELEPHONY, MS TEAMS INTEGRATION CONTACT CENTRE CASE STUDY

PATRONA UNDERWRITING

Patrona Underwriting Limited is a dynamic and flexible underwriting agency based in Ireland. The company provides tailored insurance products to the Irish market exclusively through a network of brokers. Personal interaction with its customer base is a key feature of Patrona’s broker relationships and exceptional service and support to their customers is of key importance. VEI Global has had a close working relationship with Patrona Underwriting since we were awarded the contract to provide a hosted voice and contact centre solution five years ago.

SOLUTION DRIVEN FOR MAXIMUM SUCCESS

Based on the specific requirements of our client, VEI Global deployed a private cloud hosted PBX to Patrona. We host the infrastructure in ISO27001 certified data centres. The system is responsible for call handling, contact centre queue and voicemail needs as applicable. The VEI platform is capable of supporting up to 120 concurrent call legs and up to 1,000 extensions per business. All voice call centre routing requirements are met by the queue application which provides all of the call centre statistics. The system is designed and built to support our client’s PCI compliance goals and is fully web administered and operated. Agents utilise a desk phone to link to the contact centre. Security, integrity and reliability are key issues for Patrona given the nature of its business and its data holding of thousands of customer’s details. Rigorous testing and built-in security provided by VEI Global’s platform, together with update notifications, supports the reliability and security of the customer solution within Patrona. The solution delivered is scalable and flexible and is compatible with most hardware and virtual environments. The system has a browser-based GUI interface that facilitates easy system changes and maintenance. The solution has the ability to integrate with the O365 suite and VEI was chosen to integrate the customer’s solution into MS Teams. The implementation of which, has provided a safe, robust remote working solution for our client’s team, allowing their employees to work from home using the existing contact centre technology.

PATRONA’S INTEGRATION WITH MICROSOFT TEAMS

The COVID-19 pandemic has shown how businesses can come to rely on robust and remote communications. With so many people working from home, the deployment of communications and collaboration tools becomes a critical aspect of operations. It can also come with a few challenges, particularly when it comes to connectivity. Patrona, like a lot of businesses, has had to adapt to remote working, while still retaining an enterprise-class solution that supports employees working from home. Microsoft’s platform technologies are at the core of most operations for businesses today offering access to instant conference calls, collaboration and document sharing without compromising security. This is a radical change from the onsite office environment. However, one of the most common forms of communication between employees and external businesses is still the traditional phone. Patrona’s business is highly reliant on personal phone contact with its customers. VEI worked with Patrona to successfully integrate their existing telephony infrastructure with MS Teams. This allows for internal and external calls to be placed at any time and from any location. The integration of their phone system with MS Teams offered Patrona huge benefits including:

Patrona’s project to integrate its phone system was made easier by having a highly skilled and experienced team to manage it with them. VEI Global took care of multiple aspects of the deployment for our client, evaluating their current needs and ultimately providing Patrona with a single platform for all of their communications and collaboration. This left Patrona time to focus on what mattered most—its attention to its customers and business growth.

AN IPT COMMUNICATIONS SOLUTION FOR EVERY INDUSTRY

VEI Global specialise in the delivery of IT and Telecoms solutions including; Wi-Fi, LAN/WAN/SD WAN, IPT, Contact Centre, UC&C, Circuit Connectivity. Our clients include some of the largest Global Service Providers and Systems Integrators. We have completed Digital Transformation and Network upgrade Projects for some of the most recognised brands in the world. Working with clients such as Patrona Underwriting has allowed our experienced IPT team to develop extensive skillsets with multiple telecom providers and considerable integration experience with UC&C platforms including Microsoft Teams. VEI can take care of all voice requirements as a fully managed service, including VoIP and internet connectivity, as required.