Synamedia – changing the way the world is entertained
Synamedia is changing the way PayTV operators, Telcos and media companies entertain and inform viewers. In a world of infinite content and entertainment, differentiated and targeted content is the key to success. With their video platform, network, security and advanced advertising solutions, Synamedia is committed to providing the world’s most complete, secure and advanced end-to-end open video delivery solution.
Isolated customer service islands with stiff structures
In the past, Synamedia’s contact centers were run as ‘islands’ – separate departments with dedicated employees for North America, Europe and Asia. Employees served customers during official servicing times of their contact center organization. Customer inquiries outside office hours were automatically forwarded to the next region, even if employees were still available. Workload could not be distributed among the several contact center and employee staffing was limited to department structures.
Contact center with worldwide coverage based on Microsoft Teams
In search of a global cloud communication solution incorporating a contact center, Synamedia found Microsoft Teams and Luware Stratus Team to serve their needs perfectly. Reducing complexity in the IT infrastructure was one of Synamedia’s major goals. Microsoft Teams and Stratus Team runs in the cloud, requires no installations and allows collaboration between countries and regions – also in the contact center. Employees can be assigned to multiple teams and with Stratus Team, they can take calls from several service numbers. Jo Ringrose-Voase, Microsoft 365 Service Owner at Synamedia explains: “They can serve customers from anywhere, and resourcing requirements and workload distribution can be met real-time.”