Global leader in pre-hospital emergency systems selects 3CX to deliver high-quality communications for its fast-paced environment
UCM, a subsidiary of the Falck Group, is a Copenhagen, Denmark-based organization with over 35 years of experience delivering pre-hospital emergency systems. Its world-class service and dedicated staff have enabled the organization to expand globally, with over 27,000 employees operating in 44 countries around the world today.
As the organization has expanded, it has become increasingly difficult to operate smoothly with its NEC solution. The hardware-based NEC system had few functionalities, making it difficult for the organization’s call center employees to respond rapidly and resolve inquiries effectively. It did not generate reports and led to significant dependence on the vendor.
That’s when Julio Blanco, the IT Supervisor of UCM Uruguay, realized it was time for a change.
Julio Blanco, IT Supervisor, UCM Uruguay:
“We have been very careful in choosing a new communication system for our sales and customer service call center. 3CX is a flexible, scalable and secure solution. Running 3CX on a virtual server, allows us not to be tied to a particular type of hardware. Having this kind of flexibility and redundancy is critical in a fast-paced operation.”
Simpletech ensures no-downtime installation and deployment
Because UCM is involved with emergency systems in the healthcare sector, it was critical that the transition to a new telephony system did not incur downtime during installation and deployment. Fortunately, 3CX has a global network of partners with the skills and expertise to assist new customers.
In this case, it was Platinum Partner Simpletech that came to the rescue. It’s team of highly-skilled and dedicated personnel were able to install and deploy UCM’s new 3CX solution in just a few short hours, with zero downtime.
And because 3CX was built for intuitive use and operation on the most popular operating systems in use today, UCM employees required no additional time for training to learn the new system. This allowed for the transformative possibilities of 3CX to integrate quickly into existing systems to begin aiding UCM immediately upon deployment.
UCM sees a measurable spike in performance
Upon successful deployment, 3CX took control over UCM’s 30 Plantronics Headsets and 30 SIP lines. This enabled UCM to switch from analog cellular bases to Dinstar VoIP GSM Gateways. Immediately, UCM began to reap the benefits of the transition.
“When installing 3CX, now we have a telephone system with a call-center module that allows us to have measurements and reports of agents, which is key to be able to ensure its correct operation.
The 3CX integrated call-center module offers call auditing, collaboration, recording, reporting, queue assignment, agent status, and more.
The evaluation of agent productivity was facilitated by real-time monitoring of agent activity with 3CX Wallboard. With 3CX, supervisors can also audit calls and intervene when an agent needs help, improving agent measurement and attention.”
Thanks to their partnership with Simpletech and 3CX, UCM is now in a position to take greater control over the costs and maintenance of its infrastructure, increase productivity for personnel and deliver higher quality customer service in the call center. This has ensured that UCM is in a position for more sustainable long-term growth and further expansion.