We have been working with CISL Padova Rovigo since 2021
CONTESTO
CISL of Padova-Rovigo deals with tax and trade union services aimed at citizens: the CISL is an organization that represents, through trade union structures, workers from different sectors and pensioners. It is not only aimed at employed workers but, through the development of suitable policies, also at the vast segment of those who have a marginal, or precarious, position in the market and at those who are more easily excluded from it.
The world of work is changing: new forms and methods of working relationships are born which represent an opportunity for development for employment. This is why the switchboard has very intense workflows, especially in spring, when the company offers the tax assistance service.
the problem
CISL has important workflows and the disruptions caused by the switchboard previously in use could cause a problem of the institution’s reputation, with continuous waiting on calls and fallen or clogged lines.
CISL needed renewed and high-performance call and queue management, to allow it to rationalize operators and traffic flows. This was possible by adopting the solution offered by StarSystem: VoIP switchboard with customized integrations for CISL.
STRATEGY ADOPTED
1. The solution adopted by CISL Padova - Rovigo
The project involved the implementation of the Wildix Cloud platform, augmented by integrations developed by Starsystem for advanced call queue management and task visualisation via a custom operator dashboard. Regarding infrastructure, WorkForce hardware was adopted for all involved users, ensuring reliability and operational uniformity. The system was designed to support significant expansion: currently, around 300 users are managed, with the aim of progressively reaching up to 600, maintaining high performance and scalability.
2.VOIP switchboard by wildix
All telephone features included in the Wildix PBX and all Wildix Unified Communications functions available in the Cloud, which can be activated from the management interface.
Business communication needs to be simple and straightforward: Unified Communications and Collaboration (UC&C) is the architecture that lets you call, email, chat, share your screen, send documents, video call, and more… all from one interface.
3.Wildix integrations created ad hoc
Our decades of experience with Wildix systems allows us to create tailor-made solutions to meet the specific needs of the customer. Thanks to queue and recall management applications, workflows have been maximized, the performance of the Call Center has been evaluated and all call information has been controlled.
Given the very intense call flows, the company urgently needed renewed and powerful management
calls and queues, to allow operators and traffic flows to be rationalised. Two integrations have been created and activated for the dashboard created for CISL:
• The Dashboard for Call Center operator, for the complete management of incoming calls.
• The Wildix Wallboard, an advanced monitoring system for Call Centers.
Are you looking for a simple and effective switchboard?
Contact us to request a free demo and discover all the available integrations