The Kelly family started their fledgling insurance agency in their home’s basement back in 1976. The thriving family-run company is now one of the nation’s largest employee benefit administrators, brokers, consultants, and payroll providers. As KELLY expanded, multiple offices in Hunt Valley were bursting at the seams. An opportunity to consolidate came when a 100,000 sq. ft. space opened up in Sparks.
With business continuity top-of-mind, CTS designed a redundant UC solution for the new space. VMware and Mitel technology supports dual, virtual MiVoice Business systems running in tandem from onsite and offsite data centers. Survivable broadband can instantly re-route calls during disruptions.
Notes COO David Kelly,
“CTS provides the technology that keeps us ahead in the marketplace. They deliver their projects on time, and they provide outstanding support when we need it – Jeff and the entire CTS team have us covered.”
To meet KELLY’s contact center requirements, CTS enabled agents to work at home with either Mitel endpoints or Microsoft LYNC softphones. Depending on each KELLY client being served, an IVR directs inbound callers to self-serve prompts or live agents, who can respond real-time with integrated client-data screen pops.
Sound masking technology adds privacy in the open floor plan of the sprawling headquarters. Multiple conference rooms accommodate teams throughout the building – each room is equipped with MiVoice Video phones and a HD display for in-room presentations and video conferences.
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