Umart Online is an award-winning, second-generation, family-owned, and operated computer retailer founded in November 1999. What started as a small retail computer store in Brisbane, Australia, has grown into three major distribution centers and ten retail locations across the country. Success Story: Umart Challenge Like many growing retail businesses, Umart’s prior phone solution didn’t evolve with the company’s needs. “Our previous phone solution was very basic,” said Evan Casey, Umart’s Head of Customer Service. “I had no control, so if I wanted to make very simple changes, it felt like I had to go and ask mum and dad for permission. And because I had to rely on someone else to make changes for me, there were times that my change requests would be misinterpreted or just ignore

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