The firm also created additional workflow improvements using an integration with RingCentral partner Bridge Communications. “When our clients call, we prefer they reach a real person, not an automated menu,” explains Simon. “So, we added the Bridge Operator Console, which helps a great deal with intelligent call routing.”
“The app bolts in beautifully with RingCentral and Teams. When our receptionist is speaking with a client and needs to route the call, she’s already in Teams, so she can see everyone’s availability status. Even better, if an employee is out, she can see that person’s out-of-office message, which often has details about the right colleagues to speak with if they’re away.”
Perhaps most importantly, haysmacintyre now has a true unified communications platform that lets employees stay connected and productive no matter where they are. And unlike with their previous solution, telephony isn’t the outlier that requires a separate, standalone app—or worse, a desk phone.
“In the aftermath of the lockdowns, we’re rolling out a hybrid working model that will have employees in the office some of the time and otherwise working remotely,” says Simon. “What’s great about this RingCentral-Teams integration is that wherever our people are, they’ll always have their business telephony with them.”