Cobb EMC Guarantees Their Communications with Vertical

Cobb EMC

Background

Cobb EMC is a national network of electric cooperatives. With 200,000 members spread over 5 counties, their communication system is critical to their every day success and their positive member experience.  Their communications solution supports 7 buildings across their campus, 300 users, and 40 call center agents. 

Cobb EMC underwent a three-year search for the best communications solution. During their selection process, their expectation was that the new solution was best-in-class and over-performed for their needs. They required that the system had a robust feature set with email and chat integrations,  that their agents could work from a softphone, and that every call could be recorded. And most importantly, they required a dedicated, expert support staff. To guarantee their communications, Vertical proposed that Cobb EMC selected Mitel MiVoice, supported by Vertical Communications’ award-winning service and support.

Award-Winning Service and Support

Cobb EMC’s Call Center is crucial to their everyday operations. Selecting Vertical to support their Mitel MiVoice system ensured that Cobb EMC has a partner that they could rely on no matter what occurred. Vertical is a Mitel Platinum partner, and is recognized by Mitel as one of the top 5% of support providers in the world. Vertical demonstrated their commitment to award-winning service to Cobb EMC from the start. Notably, when Cobb EMC experienced an outage at 2 AM, they received a call from Vertical within 30 minutes of submitting their service request. Their issue was immediately resolved, guaranteeing that Cobb EMC’s members could get in touch with them.

When we experienced an early morning outage, the Vertical team was on it. Two different people called to check in and find a solution. They had the issue resolved within 30 minutes. Vertical is a breath of fresh air.

Jay Kenyon, Director of Telecommunications Systems, Cobb EMC

Unmatched Communications Expertise

Cobb EMC’s expectations were that their new solution over-performed for them. Vertical met these expectations with their expert staff.

To start, Vertical brought the staff that would make up Cobb EMC’s communications team to meet them and begin their close partnership. Cobb EMC’s communications team included Vertical’s President, a Mitel Vice President, and their dedicated Account Executive, Solutions Engineer, Project Manager, and Technician. Every member of the team had at least 30 years of communications experience. 

Their close relationship has continued since their installation. Cobb EMC has outlined their needs and requirements and, with Vertical’s expertise, their vision has fallen perfectly into place.

Remote Installation and Training

When the COVID–19 pandemic hit, Cobb EMC quickly shifted their staff to their home offices. Unfortunately, they had yet to cut over to their Mitel MiVoice solution. 

Vertical immediately re-strategized and remotely cut over Cobb EMC’s communications to their new Mitel MiVoice solution. Vertical’s carefully crafted installation and implementation plan enabled a seamless cut over, despite the obstacles that the pandemic created. 

To guarantee Cobb EMC’s success, Vertical assisted in virtual trainings across their Microsoft Teams application.  Cobb EMC could email and chat from within their Mitel MiVoice solution, ensuring that their team could work together as if they were in the office, without wasting time moving between applications. Cobb EMC’s call center agents were able to make calls from their desktop using a headset, allowing them to continue to deliver best-in-class support to their co-op members.