Brüel & Kjær enhances global customer support and reduces costs by over 50% with Unified Communications from Interoute

PRESS RELEASE: Brüel & Kjær, a global leader in sound and vibration measurement and management, has implemented a new Contact Centre and Skype for Business dedicated cloud solution with global SIP trunking from Interoute, owner operator of a global cloud services platform and one of Europe’s largest networks. The new communications platform was up and running within just four months of contract signature. Brüel & Kjær has transformed its customer service delivery across the globe using the new collaborative, flexible and cost effective features.

Contact Centre CLUB

Brüel & Kjær is the world’s largest manufacturer and supplier of sound and vibration measurement equipment, systems and solutions. The company operates through an international network of partners and sales offices, with its local teams supported by a global group of engineering specialists. This business model requires an integrated communications solution that not only facilitated collaborative working through international voice, video and screen sharing, but which also supported its customer call centre service.

Jonas Toft Olesen, Global IT Manager at Brüel & Kjær, commented: “As a global organisation, the way we work with our customers is changing and it’s important that we get closer to provide the best service. Interoute is now a strategic partner for us because it was the only provider we found who could merge our telephony, Contact Centre and Skype for Business solutions on a global scale – and they reduced our costs by more than half in the process. Interoute has a huge network and global presence and was able to port our numbers everywhere that we needed them.”

Mark Lewis, VP Communications and Connectivity at Interoute, said: “With innovative global customers such as Airbus and Ferrari, fast and high quality communications is a vital foundation for Brüel & Kjær’s success. Interoute’s global infrastructure provides flexibility and scale for Brüel & Kjær’s, allowing the company to transform its customer support and bring new solutions and services to market quickly.”

Interoute Hosted Skype for Business integrated with Contact Centre and telephony:

  • Brings Brüel & Kjær’s customers, customer service representatives and in-house experts closer together, regardless of geographical location and time-zones.
  • Integrates useful collaboration features such as Presence with Contact Centre, making it easy to know who is available, share screens and chat, enabling more interactive and productive calls.
  • Includes Interoute One voice DDIs which provide local calls globally, with simplified billing and cost visibility across the organisation.

Brüel & Kjær’s solution uses Interoute Virtual Data Centre cloud zones in Hong Kong, New York and Amsterdam, ideally located to host Skype for Business and Contact Centre close to users, lowering latency, and improving call quality.