Story:
The Pen Warehouse were
using centrix and it was performing extremely poorly for the
companies growing needs. Business was being lost due to
poor call management and handling. There was a need to
record calls for the telesales team to ensure that prices
quoted over the phone were correct - Tens of Thousands of
pounds had already been lost due to misquoted / misheard
pricing in the past month alone.
After a lengthy
pre-installation consultation and survey had been performed
which meant that we had captured all The Pen Warehouse's
needs, a proposal was put together.
The final solution
included the Avaya IP Office 403, the high specification 2420
Digital Display handsets, a very flexible and scaleable auto
attendant, designed to route clients calls to their account
managers and also fast track "Premium Clients" to the front of
any queues. Link this with a Call recording and Call
Management solution so that management can easily locate
(through a web browser) and play back calls and email them to
clients in a secure manor to eliminate pricing queries and
disputes.
Once the solution was in
place the management requested that they also enable a number
of remote users with IP Phones across Orangebubble ADSL
connections. Using a VCM5 and IPSEC Tunnels the Voice
over IP (Voip) link was created and the extensions now operate
successfully with all the features of the main system,
including the call recording.
The Pen warehouse have
already saved more than double the telephony solution cost due
to disputed pricing queries which after providing call
recordings have been solved favourably.
A great example of using
technology to it's full and it's advantages! |
