BOSS Paints, a company based in Waregem, has been active in the production of paint since 1945 and now has 270 employees. They produce more than 3 million liters of paint every year, both for professionals and private individuals. Consumers are mainly reached through the well-known Colora retail chain (60 shops).
Boss Paints’s contact center receives calls from professionals who are looking for the right paint and specialized advice. To be able to speak to this target group efficiently, it was decided, after a thorough analysis, to implement Jusan's Fidelity software.
The user-friendliness and the possibility of self-management were the decisive assets here. Adjusting their own routings, writing scripts, and adding agents are all things that add value while performing their daily tasks.
In addition to the contact center solution, a UC tool (Go Connect) was also made available to users. Things like presence, chat, call log, click-to-dial... are now accessible to everyone. This software was linked to the existing Dynamics (MS) environment.
For the new telephony environment, the choice ultimately fell on the Panasonic KX-NSX1000 VoIP exchange. A combination of IP devices and IP dect for wireless telephony in production was chosen.