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Case Studies

We connected FNZ Trust Company, a new US wealth management venture, with parent group

In April 2021, FNZ added the FNZ Trust Company in Boston – previously known as the Boston State Street Bank and Trust – to its portfolio. "The MS Teams phone system is a big upgrade from what we were used to." 

FNZ Trust Company, Boston

Everything has been running really smoothly since deployment, and the range of additional capabilities within the MS Teams phone system is a big upgrade from what we were used to. The service level provided by Conversant is fantastic.”

Conversant:

Ø  Provided Teams Direct Routing with calling plans including bundled minutes for local calls, domestic and mobil

Ø  Integrated reporting and analytics to aid management information

Ø  SIP Services including new geo and non-geo phone numbers plus number porting

Ø  Future-proofed their communications with full scalability for future expansion and acquisition

Our client

FNZ partners with major financial institutions to enable them to provide wealth-management services to their clients across direct, intermediated, and workplace channels. FNZ is based in Edinburgh, UK, and has over 2,500 staff worldwide. For a firm of this stature, failsafe communications are paramount.

In April 2021, FNZ added the FNZ Trust Company in Boston – previously known as the Boston State Street Bank and Trust – to its portfolio. In November, asked Conversant to implement our unified communications solutions we had already provided to other FNZ businesses.

These solutions included Microsoft Teams direct routing, calling plans, reporting and analytics, SIP services with number porting for geo and non-geo numbers, as well as a managed support service. The solution was deployed in Q1 of 2022.

The challenges – an expensive legacy PBX system at the end of its life

The firm’s existing PBX phone system was running at capacity with no spare lines and had no remote working functionality, while costing large sums to run and maintain.

This lack of flexibility meant users had to have calls forwarded to their mobiles, losing call queues in the process. On their mobiles they had no visibility of any call queue, and meanwhile voicemail was sent to personal mobiles, causing compliance issues as well as creating challenges for remote working. The PBX was simply no longer fit for purpose.

Conversant solutions – full integration resolves compliance and functionality issues at a stroke

They were already using Microsoft Teams internally, so it was straightforward to provide a unified communications solution natively integrated with Teams as a single interface, greatly improving communications. Once fully deployed, this solved all the other issues at a stroke, enabling FNZ’ communications, and resolving the voicemail and compliance issues.

Ryan Dacey, Vice President at FNZ Trust Company, said:

Everything has been running really smoothly since deployment, and the range of additional capabilities within the Teams phone system is a big upgrade from what we were used to.  The group lines that were set up are really helping our employees working in a remote environment.  The call data is excellent, and the service provided has been really responsive.”

The package

Ø  Over 150 users connected across Conversant’s Unified Communications Direct Routing solution for MS Teams

·        Conversant Calling Plans with bundled minutes

·        New geo and non-geo phone numbers

·        Number porting services

 

ØReporting and Analytics to provide management information, including:

·            Average/specific call length

·            Calls taken/missed and busy/fallow periods identified

·            User available/time spent online

 

Ø  Managed Support Service accessible at any time

·        24/7 Support

·        Regular monitoring and maintenance

·        Backed by strict SLA conditions

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