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Microsoft Teams Insider
Enhancing Efficiency at Century Communities with Microsoft Teams Phone
Jun 26, 2024
Craig Cothern, National Director of IT Delivery at Century Communities, and Oli Lifely, Head of Sales at Luware UK, share insights on revolutionizing communication in home building. They discuss the shift from traditional telephony to Microsoft Teams and how Luware Nimbus tackled unique challenges like call reporting and routing. The duo highlights the importance of advanced call management for enhancing customer experience and the crucial role of technology in redefining contact centers from mere answering services to dynamic operational hubs.
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Quick takeaways
- The transition from traditional telephony to Microsoft Teams enabled Century Communities to standardize communication across its multiple sites, enhancing operational efficiency.
- Integrating Luware Nimbus with Microsoft Teams improved call management and reporting capabilities, allowing Century Communities to better analyze call data and respond to customer needs.
Deep dives
Challenges in Managing Multi-Site Communication
Century Communities faces a unique challenge in managing communication across multiple sites and divisions as a major U.S. homebuilder. With various brands under its umbrella and operations spread throughout the country, they needed a call management solution that could effectively handle incoming and outgoing calls in diverse settings, from corporate offices to sales locations. Implementing a standardized platform facilitated consistent communication and supported effective call routing and reporting capabilities. This move not only streamlined their operations but also enhanced their ability to analyze call data, ensuring better responsiveness to customer needs.
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