B&H stakes its reputation on service and product knowledge, and their contact center agents and salespeople play a key role in maintaining those standards of service. When the existing PBX and contact center product at B&H reached end of life, the company saw an opportunity to further improve service and sales with a more feature-rich and easy-to-manage solution.

“We had call-recording functionality, but it was provided by a third-party product and it wasn’t integrated with the rest of our contact center,” said Heshy Itzkowitz, B&H Telecommunications Manager. “In general, we wanted to streamline our infrastructure, while adding more sophisticated features.”

As B&H searched for a new solution, consolidating communications systems was the No. 1 requirement. “We wanted a common telephony platform that would support users company-wide, so we could simplify system management, get more insights into performance and provide a better user experience,” said Levy Mertz, B&H Telecommunications Systems Manager.

Benefits

  • Visibility from call recording increased contact center efficiency and performance
  • Integration with Salesforce improves customer service
  • Single Interface provides operational efficiencies

“Our employees love the PureConnect and Salesforce integration because it saves them time, and information is at their fingertips. As a result, we’ve increased sales efficiencies and improved customer service.”

Jerry Zorek, Business Development Manager, B&H

Challenges

  • Replace aging, end-of-life PBX and contact center product with a feature-rich, easily managed solution that could support both business users and agents.