133 Although Baggett initially had reservations about working with Resonate rather than directly with Anywhere365, the highly qualified team’s technical expertise and problem-solving abilities exceeded all her expectations. “The model Anywhere365 is using right now is to employ other organisations to help them roll out projects and I got lucky that I got Resonate,” says Baggett. “The team at Resonate deserve a very large amount of praise. Often you get the A-team at the sales stage, the B-team in delivery and the C-team for support. Resonate, however, is A-team all the way and such a pleasure to work with.” Terminating its contract with the outsourced provider and replacing the legacy contact centre infrastructure with Anywhere365’s solution has enabled MNAO to record net savings of $1.8 million. In addition, MNAO can now automatically store data on Microsoft SharePoint and use tools such as Microsoft Power BI to analyse this data for key insights that can help it to optimise operations. Adopting Anywhere365’s solution has also allowed the manufacturer to move to a more human-centric operating model and empower in-house employees to reliably deliver a range of digital contact options from within the Teams platform. According to MNAO, this has improved the customer experience “beyond recognition”. Crucially, MNAO also has scope for further improving the way it manages contact centre operations and customer interactions in future. For example, there is an immediate opportunity to work with Resonate to enhance omnichannel and voice recognition capabilities. INDUSTRIALS & MANUFACTURING Photo: Mazda
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