MEDICAL HR – Call centre
Setting up an Omnichannel Contact Centre with 3CX, Azure Cloud, SDWAN and Fixed & GSM Gateways.
Context
MÉDICAL RH wanted to modernise its call centre. The requirement was for an integrated solution to effectively manage calls and ensure optimal service continuity, based on a cloud infrastructure and robust connectivity technologies.
Requirements
Deploy a 3CX telephony solution hosted on the Azure cloud to ensure centralised and scalable management.
To deploy a high-performance SD-WAN network connecting sites in France and Senegal, ensuring reliable connectivity.
Integrate both fixed-line and GSM gateways to offer optimal redundancy and flexibility in call management.
Pays
Our partners
Approach
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Approach
Audit and strategic planning Assessment of the existing situation and definition of an integrated architecture aligned with operational needs.
Deployment of an omnichannel solution Implementation of 3CX telephony on Azure cloud, combined with a robust SD-WAN network to efficiently connect sites in France and Senegal.
Gateway Integration Configuration of fixed and GSM gateways to ensure total redundancy and service continuity.
Training and skills transfer On-site team support to ensure full autonomy and optimal solution operation.
Results
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Results
Increased performance and reliability Significant improvement in call quality and connectivity thanks to seamless integration of technologies.
Redundancy and flexibility Fixed and GSM gateways offer an effective backup solution, reducing the risk of interruption and ensuring continuous service availability.
Operational optimisation A unified and centralised infrastructure has streamlined call centre management processes, thereby increasing customer satisfaction.
Scalability The solution, hosted on Azure, offers scalability to match MEDICAL RH's growing needs.
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