First impressions count
First point of contact for a sparkling array of top Dutch brands, Telefoonaanname.nl provides personalized customer service for over 400 clients, including major annual events like Huishoudbeurs, trade fairs like Horecava and famous tour operators. The business has become a leader in handling large call volumes efficiently and securely.
Although contact center operations were running successfully on the on-premises Genesys® PureConnect™ solution, the company was ready to explore cloud. “We were looking to relocate to new premises and our servers had reached end of life,” said Edwin Smit, Co-owner and Founder of Telefoonaanname.nl. “The original Genesys platform had served us well, but it was time to explore cloud scalability and flexibility.”
Easy do-it-yourself migration
After consulting with customer and employee engagement specialists, Frontline Solutions, Telefoonaanname.nl moved to Genesys Cloud CX platform. “It was a logical choice,” added Smit. “We do a lot of click-to-dial and call forwarding, which Genesys Cloud CX makes effortless. The reporting dashboard is clear and easy to use, providing the insights we need to make immediate adjustments. Plus, we saved about €5,000 on annual licensing costs through automatic software updates.”
The migration was simple, too. “When KPN installed a Nortel exchange in the 1990s, it involved around 40 people,” recalled Smit. “I converted all our devices and completed the setup for Genesys Cloud CX on a Friday afternoon with remote support from Frontline Solutions. Everything went very smoothly. And the voice quality is the same or better than we had before.”