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Certinia Chooses MSP Expo Platinum Sponsor Ooma to Power Up Global Call Center Experience

By Greg Tavarez November 14, 2023

Certinia, formerly known as FinancialForce, is at the forefront of transforming service operations through its innovative Services-as-a-Business platform. Operating on Salesforce's cloud platform, Certinia integrates and streamlines various facets of services operations, offering a comprehensive solution that spans services estimation, delivery, customer success management, financial planning and accounting.

Certinia's approach goes beyond conventional enterprise solutions, offering a holistic platform that unifies the often-siloed aspects of services operations. This interconnected ecosystem facilitates a seamless flow of information and processes. The result is enhanced collaboration and efficiency across the spectrum of service-related activities. With Certinia, businesses can not only optimize their service delivery but also gain valuable insights into customer success and financial performance.

With that said, Certinia, like many other companies, is in the search for ways to improve its own efficiency and reduce costs for its employee telephony and outbound call centers. To do that, Certinia turned to MSP Expo sponsor Ooma and its Ooma Enterprise solution.

Ooma Enterprise is a UC platform that can be configured to meet the evolving needs of organizations rather than forcing them to swallow a one-size-fits-all solution. A dedicated customer success team walks new customers through the process of specifying and implementing Ooma Enterprise, which delivers a full suite of features including voice, chat, texting, virtual fax and video meetings that are easily managed through an online portal.

Certinia opted for Ooma Enterprise due to its adaptable features, characterized by open APIs and customizable call flows through a user-friendly point-and-click interface. This decision facilitated a seamless transition for Certinia's employees across various locations, including Australia, the Netherlands, Spain, the U.K. and the U.S., as they could converge onto a unified communication solution.

“Ooma Enterprise quickly met our calling needs in a way that immediately simplifies operations and saves us money,” said Bailey Szeto, chief information officer of Certinia. “And I’m especially pleased by the power of Ooma’s APIs to integrate telephony into our call center technology stack, so agents can use a single softphone for one-click calling from our product as well as Salesforce.”

The integration capabilities of Ooma Enterprise, especially with platforms like Salesforce, further elevated the user experience for Certinia. This enhanced the overall efficiency and cohesion of their communication infrastructure.

The successful implementation of Ooma Enterprise was marked by its effectiveness, prompting Certinia to extend its usage beyond initial expectations. Notably, the company expanded the service to encompass its inbound sales and customer support teams, underscoring the platform's positive impact and Certinia's confidence in its ability to meet the diverse communication needs of different business functions.

“Certinia is a great example of how Ooma Enterprise adapts to different customer requirements across platforms and across continents,” said Rob Ferrer, vice president of business sales at Ooma. “We’re also appreciative that Certinia recognized how Ooma Enterprise can expand within their organization to provide more value than initially expected.”

Ooma is a Platinum sponsor of MSP Expo, taking place in Fort Lauderdale, Florida, February 13-15, 2024.  Part of the #TECHSUPERSHOW, MSP Expo is the premier event for MSPs, offering a three-day experience combining conference education, networking opportunities, an exhibit hall full of the latest technologies and solutions to help MSPs build their business, and more. Ooma will be in booth #539 in the exhibit hall.

Edited by Greg Tavarez
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CustomerZone360 Editor

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