Cloud-Based Telephony and Contact Centre Solution Implementation

This document is a case study detailing the implementation of a cloud-based telephony and contact centre solution for a major UK supermarket chain. The client, known for its extensive range of products, faced significant challenges after being acquired by a new retailer, necessitating a transition from their existing systems to new infrastructure under a strict deadline. Cisco and Natilik were engaged to facilitate this migration, which involved moving from an old CUCM/CCX solution to a new Webex Calling solution integrated with Microsoft Teams and Webex Contact Centre. The process included discovery workshops and business requirement sessions to align on goals. The implementation resulted in a significant reduction in system downtime, improved customer satisfaction scores, and enhanced response times, allowing the client to scale operations effectively during peak seasons. The case study outlines the successful partnership with Natilik and the benefits realized post-implementation.