The Municipality of Venlo had been considering an omnichannel environment for some time. Through an extensive market consultation, the municipality’s project group decided on Unexus. Rob aan de Brugh, Project Manager Information Management, tells us more in this interview.
Why did you decide to sit down at the table with Unexus?
“We wanted a new communication platform in which we could also work with omnichannel. Especially telephony, email routing and web chat. We looked at other parties and searched the market for suitable solutions for our innovation strategy. We invited five companies to tender, with Unexus being one of them.
We asked several suppliers to present their own demo environment. After the demonstrations by the invited suppliers, we started our evaluations as a project group. Naturally, we looked at the desired functionalities, but also at the user experience. We deemed it important for the employees of the Customer Service Center to make this decision together. Unexus was the most attractive option.”
Which solutions are a benefit for you?
“We used to work with a Customer Service Center environment, but now we’ve switched over to an omnichannel environment. We’ve now incorporated the web chat, telephony and email routing channels into our omnichannel. We set up the Unexus platform for the Customer Service Center, and two months later also for the team mid-office social district teams. With regard to integrations, we opted for a Microsoft Teams integration. This allows the Customer Service Center employee to see another employee’s availability, both on the schedule and when he or she is on a call.”
From tender to go-live, what has your experience been like?
“After the tender process was complete, the project and the preparations for the installation could begin. I worked very closely with Maurice from Unexus on this. I’m very happy with this process. Collaboration with Maurice was top-notch. We were often on the same wavelength, so we clicked quite well. I clearly saw that a deal truly is a deal. Unexus really does what it promises to do, which makes for a very pleasant working relationship and creates confidence in each other. I noticed that this was the case not only for Maurice but for other Unexus employees as well.
All of our employees who work with the Unexus platform received training. The software is very intuitive, both for setting up processes and for the user. Communication with Maurice and Wim was always very good. Due to all of this, I have a very positive opinion of Unexus as an organization with which to collaborate.”
How do you see the future of the Customer Service Center?
“We want to switch to Microsoft Teams Calling. Thanks to our procurement of Unexus, we now have the possibility of fully integrating with Microsoft Teams. We intend to further implement calling with Teams in the coming period. The current telephony platform will then be eliminated. By deploying Unexus as an omnichannel environment, we’re taking an intelligent step into the future.”
More about Unexus omnichannel
Customers expect to choose their own communication channel 24×7 to come in contact with organisations. Unexus’ solution can make this happen.
In addition to our existing integrations with Microsoft Teams, it is now also possible to use the Unexus Connect platform from within Microsoft Teams. We call it the Unexus Teams Client.
In this collaboration with Microsoft, we have synergized our technology with Microsoft Teams in order to offer the user a single platform. Users of the Unexus Teams Client have access to communication flows and specific functionalities of Unexus Connect from one central application.
Unexus has entered into a strategic partnership with CM.com to offer the WhatsApp Business Solution in its platform through CM.com. With the partnership, Unexus underscores its commitment to finding solid partners that add value to our clients. The WhatsApp Business Solution is a valuable and effective channel to strengthen customer service and improve business results.
As our customers have come to expect from us, we are leading the way in integrating (business) applications with our Unexus Connect platform. Unexus Connect from now on also offers integration with Microsoft Teams. No more guessing about the presence status of colleagues or getting transferred calls during a Teams meeting. Working with Unexus Connect and Microsoft Teams helps to take collaboration in your organisation to the next level.
We have become specialists within the housing corporation sector. In this context, we are proud and delighted to announce that we recently welcomed our 50th housing corporation as a customer. We know what is going on in the sector and work together with our customers to perfectly meet their needs, now and in the future. A milestone has been reached; now on to the next 50 housing corporations!