Leading communications company, Modality Systems, will be enhancing the Australia-based Blackmore Group’s workplace with access to telephony within Microsoft Teams. Employees in this landscape will have new ways of collaborating and meeting anywhere. This includes single collaboration spaces where users can work on documents, schedule meetings, make calls, and more.
As part of the program, the Blackmore Group will be retiring several legacy systems, and Modality will be establishing a new virtual contact centre solution with independent provider Anywhere365. This solution integrates seamlessly with Microsoft Dynamics and Microsoft Teams, replacing several contact centre platforms. Customers will benefit from new ways of interacting with Blackmores on the platform that suits them.
Moving into the Future of Customer Service
Originally established in 1932, the Blackmores Group is a listed company (ASX 200), and one of the most well-respected organisations in the landscape. The business has earned the title of the most trusted brand for supplements and vitamins in Australia for 12 years in a row.
Switching to a new contact centre solution that enables remote working and omnichannel conversations will help the Blackmores company to stay ahead of the curve with CX. This is also the largest deal that Modality Systems has won so far in the APAC region. The transformation is being managed by the Sydney based team.
Blackmores Group Technology Director, Kris Ellis, said that this is a massive overhaul of the telephony and contact centre platforms for Blackmores. Currently, the company has two major objectives to consider. The first is that they need to provide their customers with state-of-the-art omni-channel capabilities. This will allow users to contact the team however they choose.
Additionally, Blackmores wants to make sure that they can enable their employees to work from anywhere, and still deliver seamless experiences through Microsoft Teams.
Preparing for the New Era
According to the Blackmores Group GTD, the rapid uptake of the Microsoft Teams solution for collaboration in the past year has made it much easier to add telephony into the existing solution. Managing Director for Modality Systems, Jason Downes, has said that this is a big win for the Modality team, and an opportunity to really make a difference.
Integrating innovative contact centre technology with Microsoft Teams will make it easier for Modality Systems to build on the pillars that the Blackmores company already has in place. The result should be a truly modern workplace that benefits all customers and employees around New Zealand and Australia.
