A company with 180 staff and 60 phone system users had an old on-premise phone system with limited features. They needed more contact center functionality and the ability to work from home, overseas, and mobile apps. The company also needed reports and analysis on calls, direct extensions for some users, and a hardware refresh.
The company was facing several challenges related to their phone system, including:
To address these challenges, the company engaged a telecommunications solutions provider to explore the available options and to help them choose the best solution. The provider introduced the company to three top global leading hosted PBX providers, which could all meet their requirements. After careful consideration, the company chose a provider based on price, support, and ease of use. The following solutions were implemented:
The outcomes of these solutions were significant. The company was able to upgrade their phone system to a more advanced solution, which improved their customer service and made them more productive. They also saved money and were better prepared for future growth. The company could now work from home, overseas, and mobile apps, and had direct extensions for some users. They could also track their performance through reports and analysis on calls.
Based on the outcomes of this project, we recommend that the company continue to work with their telecommunications solutions provider to monitor and optimise their phone system. The company should also regularly review their requirements and explore new technologies to ensure they remain competitive and provide excellent customer service. Finally, the company should invest in training and development to ensure their employees can use the new phone system effectively.