Scaling 16 Locations with a Unified, AI-First Hybrid Communications Backbone: The Arachas Success Story

Client Overview - Arachas Corporate Brokers

Arachas is Ireland’s premier nationwide insurance broker and the country’s largest provider of commercial and corporate risk solutions. Founded in 2003 and now a key member of the global Ardonagh Group, Arachas leverages international scale and substantial buying power to deliver sophisticated insurance programs. With over 900 employees operating across 16 regional hubs, they effectively bridge the gap between global resources and local expertise, serving a diverse portfolio that ranges from individual personal policies to complex, multi-national corporate risks.

As a strategic risk advisor, Arachas maintains an impressive 90% customer retention rate through deep sector expertise and dedicated claims advocacy. However, rapid growth through mergers and acquisitions, coupled with an increasing demand for real-time, active support, necessitated a modernisation of their communications infrastructure. To maintain their high standards of service, Arachas required a fully hosted Cloud UC solution capable of unifying their expanding footprint.

As a high-volume brokerage, the ability to connect with clients clearly and without interruption is paramount. To meet this need, Phone Pulse implemented and managed the "Zoom Omni-Channel AI-First Contact Centre" as Arachas' robust communications backbone. This platform provides the specialised functionality and scalability required to manage high-intensity omni-channel interactions powered by AI, across their entire national network, ensuring operational excellence remains at the heart of the Arachas client experience.

The Challenge

Arachas needed to modernise their communications infrastructure to align better with their virtual desk top environment and their expanding aqcuistion plans. Before the transformation, Arachas struggled with its dispersed and aging telephony infrastructure. The key challenges were:

- System Fragmentation: Disconnected systems and the use of multiple providers led to inconsistent communication channels.

- Reliability Issues: Frequent outages disrupted business operations.

- Technical Limitations: Existing hardware and software limitations prevented the delivery of a seamless customer experience across multiple communication channels

- Management Complexity: Operating across 16 different locations without centralised control

- Customer Sentiment: Effectively monitor and improve agent performance across all member contacts

- Future Proofing: Scale their operations efficiently while maintaining high service standards

Arachas went to market in search of a highly flexible UC Solution, and preferred a Fully Hosted option, to cater for their expanding organisation and also to cater for Hybrid working.

Why Arachas Chose Phone Pulse Solution

Understanding the critical need for a more flexible and efficient communication system, Arachas sought out a solution that could adapt to their dynamic work environment.

They partnered with Phone Pulse, an industry-defining leader in next generation cloud contact centre technology, due to their proven expertise in delivering solutions within regulated financial services environments.

With deep experience implementing Zoom Phone and Zoom Contact Centre, Phone Pulse worked closely with Arachas to design a solution tailored to their unique operational model, customer service standards, and compliance requirements.

Key reasons of the partnership:

VDI Expertise: Phone Pulse demonstrated deep experience in delivering Zoom solutions through virtual desktop infrastructure, essential for Arachas' Citrix environment

Comprehensive Integration: Ability to seamlessly integrate telephony with existing Salesforce CRM and policy management systems

Managed Service Model: Full managed service approach with ongoing support, reducing internal IT burden

Enterprise-Scale Experience: Proven track record deploying unified communications across multiple sites with 650+ users

Security & Compliance: Solution aligned with ISO 27001 and SOC 2 standards, ensuring GDPR compliance

Partnership with Zoom: Direct collaboration between Phone Pulse and Zoom ensured technical and business alignment

“Phone Pulse shares our commitment to innovation, customer service, and operational excellence. Their proven experience delivering Zoom solutions within the financial sector played a significant role in our decision to partner with them."

Zohar Lee, Assistant Manager IT - Arachas

The Goals of the New System

Unified Connectivity for all locations:

Centralise all communication channels (Voice and email) into a single, cohesive platform.

Deliver Consistent, High Quality Customer Experiences:

Ensure every customer interaction, across all channels, meet defined service standards.

Gain Full Visibility Across All Customer Interactions:

Move beyond limited call sampling to achieve complete oversight of service quality, performance, and member sentiment.

Leverage AI to Enhance Quality:

Introduce intelligent automation to support quality assurance, reduce manual processes, and ensure consistent evaluation across 100% of interactions.

Improve Operational Efficiency and Responsiveness:

Reduce wait times, improve first-contact resolution, and optimise resource allocation through real-time insights and intelligent routing.

System Integration & Security:

Ensure enterprise-grade security and GDPR compliance while seamlessly integrating telephony with existing Salesforce CRM and policy management systems

Build a Scalable, Future-Ready Infrastructure:

Implement a cloud-based solution capable of supporting growth, new service channels, and increasing member demand without disruption across all remote locations.

The Solution:

Phone Pulse implemented Zoom Workplace, integrated with Zoom Phone and Zoom Contact Centre, providing Arachas with a "next-generation" cloud ecosystem designed for high-velocity growth.

This fully hosted solution empowers Arachas to deliver a premium, omni-channel experience, allowing members to connect seamlessly across their preferred channels. As the platform is device-agnostic, agents can provide consistent, high-quality service from any location, perfectly supporting the organisation’s hybrid working model.

Streamlined Management at Scale:

The new infrastructure is built for effortless growth. With centralised management, the IT team can now oversee all 16 locations through a single, intuitive dashboard. This unified visibility makes it simple to scale operations, onboard new staff instantly, and maintain total control over the entire network without the need for complex on-site hardware.

Advanced Analytics & Performance Insights:

The platform transforms raw data into actionable intelligence. With integrated advanced analytics, management gains deep visibility into:

Member Sentiment: Real-time insights into customer satisfaction and trends.

Agent Performance: Comprehensive monitoring across all interaction types.

Operational Efficiency: Detailed reporting on call handling and queue management.

Enterprise-Grade Security & Adoption

To safeguard the organisation’s expanding customer base, the solution features robust security protocols that protect data across every communication channel.

Phone Pulse ensured a smooth transition through a structured deployment that seamlessly integrated the new platform with Arachas' existing virtualised infrastructure. This transition was supported by a comprehensive training and ongoing support program, driving rapid adoption and empowering the Arachas team to leverage the full suite of innovative tools from day one.

The Result:

The deployment of Zoom Workplace, integrated with Zoom Phone and Zoom Contact Centre has established a high-performance service engine for Arachas, delivering immediate and tangible benefits across the organisation.

Complete Quality Coverage: Arachas now enjoys total transparency in every service interaction. The new system provides 100% quality coverage, with every member contact automatically scored and analysed. This comprehensive oversight has revealed valuable member experience patterns and service opportunities that allow the team to maintain elite standards across all channels.

Enhanced Member Experience Insights: The transition has optimised the workflow for both agents and members, creating a more responsive environment. Agents utilize a seamless, unified interface to access interaction history and disposition codes, leading to faster, more personalized responses.

Improved Operational Efficiency: Real-time analytics and intelligent routing have reduced member wait times and improved first-contact resolution rates

Scalable Infrastructure: The cloud-based platform allows Arachas to confidently scale their operations to meet growing member demand without communication constraints

Phone Pulse as a Zoom Platinum Partner, fully managed the Zoom Phone and Contact Centre deployment, along with comprehensive training for all end users. Phone Pulse also provided full SIP carrier services, being a fully licensed and approved Zoom carrier. Entirely managed by Phone Pulse, Arachas' migration to Zoom Contact Centre was seamless.

Phone Pulse continues to work in close partnership with Arachas, maintaining regular contact to ensure the system consistently delivers peak performance and evolves alongside the business.

"Selecting Zoom has given us a competitive advantage through innovation that we simply could not have achieved with any other platform."

★★★★★

"From the outset, it was clear that Zoom was a next-generation platform, and its ability to innovate rapidly has become a defining competitive advantage for Arachas. Zoom Contact Centre, expertly implemented and managed by Phone Pulse, has become our communications foundation, providing the cloud-based flexibility and omni-channel capabilities we need to handle high-volume customer interactions with ease. Within just one year, the functionality we can leverage has exceeded our expectations, with Phone Pulse providing monthly updates on the latest enhancements to ensure we are constantly optimising our deployment.

Phone Pulse has proven to be a true strategic partner; their proactive management and technical support allow us to focus entirely on serving our members while they ensure our systems remain secure, reliable, and scalable. Their expert guidance and the platform's intuitive interface have streamlined our workflows and enhanced our agents' ability to deliver personalised service. Ultimately, selecting Zoom was a strategic decision that has future-proofed our growth strategy, giving us a marketplace advantage through innovation that we simply would not have achieved with any other platform."

Gerry Edwards, Director of Personal Lines Operations - Arachas