PRESS RELEASE: Sesui, the cloud-based telephony and contact centre innovator, has provided OHES Environmental, a multidisciplinary environmental consultancy comprising 28 sites across the UK and Republic of Ireland, with a scalable virtual contact centre solution to host the telephony of its global 24-7 Emergency Advice service. Underpinned by Sesui’s proprietary and location-independent i-Platform, the solution has provided OHES Environmental with the flexibility to cater to a growing customer base, without replacing existing infrastructure or investing in international call centres.
Bill Atkinson, Chief Scientific Advisor, OHES Environmental, explains: “In 2011, we sought to expand our customer offering to incorporate a 24-7 emergency telephone advice service for customers moving dangerous goods anywhere in the world. As a key element of our growth strategy, it was important to establish a credible and resilient service for the benefit of existing and prospective customers alike, but achieving this within budget was crucial.”
As Sesui’s virtual contact centre solution is underpinned by its wholly owned telephony i-Platform, providing Sesui with control over technical developments and integration services, the swift addition of an affordable new service to OHES Environmental’s active onsite infrastructure was easily achievable. “With Sesui, there is no need to implement new technologies when adding a service,” says Bill. “Our global 24-hour emergency telephone offering effectively sits alongside our original IP system.”
Another prerequisite of the emergency service was international accessibility, which Sesui accommodated with a tailored multilingual service with overseas numbers, made possible by the versatility of the i-Platform and Sesui’s unique consultative approach. “The Sesui solution allows us to correctly route incoming calls from outside of the UK to the necessary interpreter,” comments Bill. “This was invaluable to our expansion, as it allows us to maintain control and draw up on our existing resources, rather than outsourcing to other countries.”
He concludes: “Since deploying Sesui for the emergency line, our business has grown to around 200 customers worldwide; the scale of which wouldn’t have been possible without the flexibility and easy scalability of the Sesui solution.”