In the fast-paced world of UK telecoms, Rose Communications UK (RCUK) faced a familiar challenge: scaling customer support across 20+ retail stores in London and Manchester while managing a growing remote workforce. Legacy phone systems led to dropped calls, fragmented routing, and escalating costs—hindering their mission to deliver "simply done better" service.
Enter Microtalk's Cloud PBX solution. RCUK partnered with Microtalk to deploy a fully hosted, scalable VoIP platform tailored for multi-site operations. Key features included intelligent call routing based on location and expertise, integrated CRM syncing for personalized interactions, and mobile softphones enabling agents to handle queries from anywhere. Implementation was swift—just two weeks—with zero downtime, thanks to the white-glove migration support.
A noticeable reduction in call handling time, thanks to automated IVR and queue management.
Customer satisfaction scores soared, with fewer escalations and faster resolutions.
RCUK's teams now collaborate effortlessly via unified messaging and presence indicators, boosting the overall productivity.
As RCUK eyes national expansion, Microtalk ensures the lines stay open, reliable, and ready to connect.
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