132 “ The team at Resonate deserve a very large amount of praise” Established in Hiroshima, Japan, in 1920, Mazda is an international automotive manufacturer that sells a range of cars and engines to customers in nearly 140 countries and regions around the world. Like many organisations, Mazda aims to deliver highquality customer services and respond to all queries as quickly and efficiently as possible. For several years, its Mazda North American Operations (MNAO) division relied on legacy telephony systems and contact centre infrastructure managed by an external provider to do this. However, when it began to approach the end of its existing outsourcing contract, MNAO decided to fully replace the legacy systems with a new cloud-based solution so it could move all call centre operations in-house. “I created a five-year plan for our telecommunications, part of which was to bring our call centre infrastructure back in-house to help control cost and performance,” explains Deidre Baggett, MNAO’s business systems analyst and IT project manager. MNAO wanted to implement a cloud-based solution that would not only replicate all the features of its existing contact centre infrastructure, but also enable it to integrate its legacy customer relationship management (CRM) platform. In addition, it wanted to be able to add new digital omnichannel features to the solution in the future. To maximise its existing investments in Microsoft 365, MNAO opted to deploy Anywhere365’s Dialogue Cloud, which was the first contact centre solution to be certified for Microsoft Teams and enables any employee to interact with customers across any channel, from anywhere at any time. MNAO also chose to adopt the Anywhere365 Dialogue Studio, a low-code platform that allows organisations to quickly design, programme and deploy dialogue flows for artificial intelligenceenabled voice bots. The solution facilitates flexible data-driven routing of incoming dialogue flows by surfacing relevant data from the CRM platform. Anywhere365 recommended that MNAO worked with Resonate, a Microsoft Gold partner and a Partner of Excellence for Anywhere 365, to roll out the platform. Resonate has extensive experience in migrating organisations in multiple industries from legacy voice systems to comprehensive Teams-based communication solutions. Resonate completed the cloud transition in two stages. First, it moved the phone system to Teams Dialling and then it migrated the contact centre interactive voice response services to the cloud. Initially, MNAO asked Resonate to only migrate the call centres that were not integrated with its CRM system to Anywhere365’s solution. However, Resonate was able to capitalise on the features unlocked by Dialogue Studio and increase the scope of the project partway through to incorporate MNAO’s legacy on-premises CRM platform into the contact centre solution. This allowed MNAO to bring all contact centres online and empower more agents to personalise and contextualise interactions with customers. Resonate helps automotive manufacturer Mazda to save $1.8 million and enhance the customer experience by replacing its legacy contact centre infrastructure with Anywhere365’s cloud-native solution for Microsoft Teams Driving into a new communications era CASE STUDY: MAZDA NORTH AMERICA OPERATIONS
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