Under the contract Modality will add telephony to the existing Microsoft Teams environment, with the overhaul including a single collaboration space to work on documents, make calls, and schedule meetings with colleagues, customers and partners - with several legacy telephony platforms to be retired as part of the program.
Modality says it will also establish a new virtual contact centre using a solution from independent provider Anywhere365.
“Designed to integrate tightly with Microsoft Teams and Microsoft Dynamics, Anywhere365 will replace several legacy contact centre platforms. Customers will now benefit from new ways of contacting Blackmores using their preferred media whether that be phone, chat, or email,” Modality said.
Modality says the deal (for an unspecified value) with Blackmores is the largest ever deal it has won in the APAC region and will be managed by its team based in Sydney’s CBD.
Kris Ellis, Blackmores Group Technology Director said: “This is a substantial overhaul of our telephony and contact centre platforms. We have two key objectives. The first is to provide our customers with powerful, new omnichannel capabilities so they can contact us however they choose. When they do interact with us, they will also enjoy a quicker, more seamless experience. Secondly, we will enable employees to work from anywhere and increase productivity. The rapid uptake of Microsoft Teams over the past year makes it even easier to add telephony to this existing solution.”
“This is a big win for us with a major brand in the region. Integrating seamlessly with Microsoft technology will enable us to build on what Blackmores already has in place to implement a true modern workplace which will benefit both its employees and its customers across Australia and New Zealand,” said Jason Downes, Managing Director at Modality Systems.