Modernized Cloud-Hosted Voice Services for Brentwood

Summary

Brentwood is a second-generation family business, founded andheadquartered in Reading, Pennsylvania, that specializes in producing plastics and using plastic materials in innovative ways. The company operates 15 world-class manufacturing facilities in the United States and across the globe. They were experiencing issues with existing on-premise phone software and needed to modernize their technology.

Challenge

Brentwood’s inherited, on-premise phone software was out of date and causing a number of business challenges. After a separate issue with two of their servers, Brentwood requested that New Era
Technology skip the POC process and migrate 600+ users as quickly as possible to a modernized office environment. Having worked with New Era Technology for 10+ years, Brentwood’s IT staff trusted New Era to find the best technology solution to accomplish this goal.

Solution

New Era deployed a cloud solution utilizing cloud calling, contact center, and digital channels. The solution includes virtual agents with conversational AI capabilities, along with integrations to Salesforce and Stripe. Workforce Engagement, including an award-winning Workforce Analytics solution, helps ensure they can quickly gain insight into their Customer Experience.

Outcome

Brentwood is no longer hindered by a clunky, on-prem system that required eight different servers to provide a significantly lower quality experience than what they have now with Microsoft Teams.
As a result, Brentwood has indicated that users are happier, the quality of their experience is better, and Brentwood can now focus their efforts on othering pressing IT matters, knowing that Microsoft Teams is providing a reliable collaboration and communication platform for the organization.

“Our partnership with New Era is top-notch. The team understood our needs perfectly and guided us through the entire process, ensuring a smooth implementation. We have now enhanced our user experience and modern workplace capabilities while continuing to leverage our investment in Microsoft.” — Dennis Reed, Global Head of Technology Brentwood

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