SHARE



ABOUT THE AUTHOR


Beth Schultz
Beth Schultz is editor of No Jitter and program co-chair for Enterprise Connect. Beth has more than two decades of...
Read Full Bio >>
SHARE



Beth Schultz | August 09, 2016 |

 
   

Cloud Comms Makes Movement Mortgage Happy

Cloud Comms Makes Movement Mortgage Happy With 8x8 Virtual Office service, this mortgage industry innovator ends employee grumbling about call quality, performance issues.

With 8x8 Virtual Office service, this mortgage industry innovator ends employee grumbling about call quality, performance issues.

As Pharrell Williams tells us in "Happy," his feel-good song of a couple of summers ago, can't nothing bring you down if you're happy. With his snappy lilt, he had folks all over the world clapping along if they knew what happiness was to them... or just because that's what they felt like they wanted to do.

Whether in our personal or professional lives, happiness matters -- happy customers, happy employees, happy company. Happiness is so important at some companies that it gets its own measurement as a standard of success... return on investment, total cost of ownership, and the happiness metric.

Happiness is something that Movement Mortgage, a fast-moving industry innovator, gives serious consideration as it carries out its mission to "love and value people" and fulfills its commitment to "being a Movement of Change in the mortgage industry, in corporate cultures and in communities." Flakey communications that create unhappiness among staff just wouldn't do at a company with such lofty ideals.

Phone Woes
In the eight years since its founding, Movement has grown from four people to about 3,600 people. A tipping point occurred at about the 2,400-employee mark, Cam Lawler, enterprise applications director, told me in a recent email interview. That's when IT started hearing "rumblings from staff that they weren't happy with the [phone] system," he said.

On average, Movement hires 200 new employees monthly -- so those phone woes only worsened with each passing day. IT was having issues keeping the system -- a premises-based VoIP system it had selected as part of the company launch -- up and running, Lawler said. On top of that, the company was extending its reach, establishing operations centers in Fort Mill, S.C.; Virginia Beach and Richmond, Va.; and Tempe, Ariz.; as well as dozens of branches across the country.





UCaaS: Do You Really Need a Hybrid Cloud Strategy?



In this webinar, sponsored by 8x8 and hosted by Enterprise Connect and No Jitter, hear from another enterprise IT executive, Jerry Howard, VP of IT at Irving Materials, on his cloud UC decision. You'll also hear from Irwin Lazar, vice president and services director at Nemertes Research, and Angela York, marketing director at 8x8, as they lay out the advantages of migrating UC to the cloud.

You'll come away with an understanding of why hybrid cloud isn't necessarily the safe or easy choice, and whether a migration to 100% UCaaS can be a better option.


Register now, and tune in this Wednesday, Aug. 10, at 3:00 p.m. ET.


To handle the rapid growth, Movement moved from its purely premises-based VoIP system to a hybrid environment it hosted itself using services from multiple providers. "The evolution of our system was somewhat organic," Lawler said. "We added on as needed, trying to make do with what we had."

For the IT team, "making do" meant expending considerable effort on the voice environment -- along the lines of 20 support hours a week, Lawler said. Still, dropped calls, poor call quality, and latency persisted. "Some of [this was] because we were trying to support a 3,000-person company with a system meant for 480 concurrent users. It was just too much traffic and didn't work."

Into the Cloud
When company founders launched Movement in 2008, "cloud was simply not on our radar," for voice service, Lawler said. But it was very much a consideration this time around, in line with Movement's overall commitment to using cloud solutions. "We're fully invested in the cloud and try to focus on vendors that utilize the cloud, while still meeting all regulations that we have to follow," Lawler said.

Movement checked out potential cloud communications providers, and after doing its due diligence, the company earlier this year selected 8x8's Virtual Office UC-as-a-service offering. Call quality was a priority, as was seamless connection to Active Directory, and "a lot of functionality," Lawler said. "For instance, seamless integration between the desk and cell phone is vital for our sales team."

Mobility is a big issue for Movement since it is such a fast-moving company. "Sometimes we'll have temporary office locations, and it has always been a bear for us to try to get phones in [those]," Lawler said. "Now with 8x8, it's a lot easier because staff can just unplug their phones and take them with them to the new location. We don't necessarily have to change anything on the IT side other than tell them to make sure they plug in the jack right away!"

For its business calling, Movement has signed on for 4,500 Virtual Office seats, and is migrating to the cloud now. In the near future, the company also plans on implementing a call center-like department for a couple of functions, Lawler said. At the time of our interview, Movement was still figuring out how to make that happen, but the company had that goal in mind when it was selecting a cloud communications provider, he added.

As it brings on new hires, the plan is to ship out phones and send emails to the employees with activation codes for those phones. "From that point, they're ready to go," Lawler said.

Going forward, Movement will "certainly be checking the number of help desk tickets and support hours dedicated to phones and will compare those numbers from the legacy system to now," Lawler said, adding that they would be investigating how to assess ROI and TCO as well. "But honestly, I think one of the biggest measurements is going to be following the 'happiness' score. Things just work now."

Follow Beth Schultz and No Jitter on Twitter and Google+!
@nojitter
@Beth_Schultz
Beth Schultz on Google+





COMMENTS




Enterprise Connect Orlando 2018
March 12-15 | Orlando, FL

Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

January 24, 2018

Communications, collaboration, and contact center systems are all being delivered from the cloud, to more enterprises each year. With the cloud growing in strategic importance, the question is what

December 13, 2017

The two major vendors in the Unified Communications space, Cisco and Microsoft, are both strongly promoting their cloud UC deployments. If cloud UC is on your enterprises roadmap, but you dont want

November 29, 2017

As video conferencing use rises in the enterprise, businesses are looking for ways to bring this technology out of traditional conference room and make it more broadly accessible. That's made the h

December 20, 2017
Kevin Kieller, partner with enableUC, provides advice on how to move forward with your Skype for Business and Teams deployments.
December 20, 2017
Zeus Kerravala, principal analyst with ZK Research, shares his perspective on artificial intelligence and the future of team collaboration.
December 20, 2017
Delanda Coleman, Microsoft senior marketing manager, explains the Teams vision and shares use case examples.
November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.