Sterling Heights, 48314, MI,
United States
BSB Communications
BSB Communications, a prominent reseller, system integrator, and consulting company, that plays a vital role in numerous system integration and digital transformation initiatives. BSB Communications collaboration with software players such as Mitel empowers organizations to embrace disruptive technologies and accelerate their journey to the cloud, thus reshaping their business models.
| Reseller and SI | Vendor | Application | Category | Market |
|---|---|---|---|---|
| BSB Communications | Mitel | Mitel Workforce Optimization | Workforce Management | HCM |
| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Product | Category | When | Insight |
|---|---|---|---|---|---|---|---|---|---|---|
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TruStone Financial Credit Union | Non Profit | 560 | $106M | United States | Mitel | Mitel Workforce Optimization | Workforce Management | 2021 |
In 2021 TruStone Financial Credit Union deployed Mitel Workforce Optimization as part of a Workforce Management initiative for its finance contact center. The deployment accompanied a Mitel MiContact Center Business rollout to support a large membership merger and was scoped to North America finance contact center operations.
Mitel Workforce Optimization was implemented to provide workforce management and interaction recording capabilities, including forecasting, scheduling, intraday adherence monitoring, quality monitoring and interaction capture for voice and digital channels. Configuration focused on dashboards, agent-level reporting and centralized performance views to enable workforce resource optimization and improved contact-center metrics.
BSB Communications served as the systems integrator for configuration, testing and cutover during the merger-driven rollout. Operational governance centralized workforce planning and reporting within contact center operations and member services, establishing standard workflows for scheduling, quality review and analytics consumption. The case study reports that TruStone used Mitel’s contact-center capabilities to improve metrics, dashboards and workforce resource optimization.
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