Primary ICT Support provide first line IT support to schools in the UK and are based in Leeds.
Due to the shifting conditions and environments caused by Covid-19, Primary ICT Support required a solution that empowered their agents to still provide effective and targeted support to their clients. Service Cloud Voice was selected because it provides:
• A CTI solution fully integrated with Salesforce, that does not require complex and expansive implementation.
• A simple to use softphone, that allows customers to make and receive calls from home.
• Ability to use Einstein to triage and manage cases.