High Wycombe based unified comms provider Olive Communications have been chosen by leading wine retailer Lathwaite’s Wine to implement and manage a new cloud based contact centre and unified comms platform.
The multi-million pound deal will use Mitel’s cloud based platform combined with Olive’s Cloud Managed Service Platform. With the communications upgrade, the family owned wine specialists hope to utilise an omni-channel approach to their contact centres in line with their online interactions.
Martyn Oakley, Laithwaite’s operations director, said: ‘Whilst as a business we are recognised for great service, we are always looking to improve. Digital technology, the web and smart mobile devices means the way we engage with our customers is increasingly changing. Through the tender process we were looking for a partner that could not only provide us with a best in class contact centre solution, but also had the experience and capabilities to help us implement our digital customer contact strategy. In Olive, we found that partner.’
Olive CEO Martin Flick added, ‘We are delighted to have been selected by Laithwaite’s for such an important project and once again this demonstrates our leadership in helping organisations improve the performance of their customer service operations through the delivery of cloud-based contact centre and communication services. Laithwaite’s set the standard for customer excellence and we are proud to be chosen to help them improve this further.’
Though no details were announced of how the two companies celebrated the deal, with over 2,000 bottles of wine from 25 countries in Laithwaite’s stock, it’s possible to make an educated guess that a toast may have been involved.