Original Cottages is a family of brands, based in the UK, employing around 400 people. As Original Cottages' telephone provider wanted to decommission its phone platform, CTIO Richard Sage went looking for a communications system that could support the growing business in terms of reliability and advanced functionality.

While a cloud-based system was the natural answer to Original Cottages' needs, effective implementation needed to be strategic and carefully considered. When the pandemic hit, however, that decision to migrate to the cloud paid dividends.

In this fireside chat, hear about:

• How Original Cottages' contact centre went remote within 48 hours,
• How they were able to reorganise their customer service operating model on the fly, and
• How detailed analytics helped the company improve its service delivery to delight customers.