Improving Customer Experience and Security with New Era’s Cloud Solutions for Leading Rental Company

Summary

A leading provider of site rental services in the United States with 100+ locations serving over 115,000 customers from coast to coast selected New Era Technology to implement a cloud solution to improve their customer experience and security. New Era Technology had formerly managed their premise environment and understood the leaders vision for the future.

The client is committed to providing a premium customer experience to differentiate themselves and deliver on the promise of being easy to work with. The client’s strategy involves responding rapidly to opportunities in markets they serve while providing greater flexibility for engaging customer service. New Era and the client worked together to devise a phased approach to iteratively deploy improved experiences. Using Analytics to gain insight and inform the customer at every step, coupled with swift implementations, New Era is helping to deliver on this vision every day.

Challenge

Coordinating the rollout of the cloud solution to over 400 agents across multiple business units. 
Another challenge included integrating the cloud solution with the client’s existing systems. 

Solution

New Era enabled Microsoft Teams for their entire organization globally before shifting gears into a UC rollout. By quickly identifying all of the critical information, New Era was able to execute a number port within days to get Brentwood up and running. Leveraging New Era’s Global CloudBlu Direct Routing platform, New Era collaborated with Brentwood to enable their entire organization to shift from on-prem chat/calling to Microsoft Teams chat and calling.

Outcome

New Era Technology 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. It was also critical that their payment handling was PCI compliant, secure, and accurate
to ensure customer trust. This project included Webex Cloud Calling, Webex Contact Center, Webex Connect Digital Channels, Google CCAI Virtual Agents, and Calabrio Cloud Workforce Engagement Suite. New Era Technology also
worked with the client to integrate this solution with their existing systems, including Salesforce, Stripe, and Zuora.

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