The Challenge – The business owners have historically used a number of dialler platforms and until recently had been using an on-premise hardware based dialler. This had worked well for many years but was becoming increasingly inflexible. Direct Affinity Europe were faced with numerous challenges with their existing system which included:
Weak at working across multiple locations
Slow script creation and implementation
Insufficient dashboards and wallboards
Lack of updates and upgrades
Non-configurable real-time statistics
Direct Affinity Europe explained that there were two main reasons behind them looking to move to a cloud based solution;
With offices in the UK and Tenerife they needed a solution that could easily manage their call centres from one location irrelevant of where their agents or managers were located.
Many of Direct Affinity Europe’s clients are plc’s and data security is paramount to them. It was key that MaxContact is hosted in Microsoft Azure providing them with the most secure cloud contact solution on the market
From the very first meeting and demonstration of MaxContact, Direct Affinity Europe were extremely impressed with the solution.
Although they were sourcing the whole market MaxContact quickly became their only choice mainly due to the reassurances of security and up-time with it being hosted on Microsoft Azure.
With GDPR being at the forefront of Direct Affinity Europe’s mind, MaxContact also provided them with the confidence that the solution fulfilled all the company’s requirements in terms of security and compliance.
This was key as many other cloud systems do not provide this level of confidence and security in relationship to the hosting of the dialler.
THE SPEED OF MAX CONTACT IS PHENOMENAL! ESPECIALLY WHEN LOADING OUR COMPLEX AND MULTIPLE SCRIPTS TO OUR AGENTS AND REPORTING ON KEY STATISTICS AND ACROSS THE BUSINESS.
Working relationships are key across every business and Direct Affinity Europe were keen to partner with a contact centre solution provider rather than just buy a dialler. Throughout the time that Direct Affinity Europe have been a customer we have met regularly and implemented many of their ideas into MaxContact updates.
A number of Direct Affinity Europe’s business partners have visited their offices to carry out due diligence. Direct Affinity Europe and MaxContact worked in partnership to secure the contract for one of Europe’s largest motor dealer groups, providing an in depth and concise business proposal resulting in the business relationship being secured.