Vision's solution delivers reduced costs and enhanced customer service"The solution has significantly improved the quality and responsiveness of our service offering to customers"Darren Logan
Service Director, Vision
Established in 1985, Vision (Office Automation) Ltd is a successful managed print and telecoms solutions company.
Vision's client services organisation wanted to improve their customer responsiveness. All incoming calls were being received through the reception area with limited functionality, which resulted in an answering process that was challenging to manage and disjointed. The company had limited ability to measure and record information.
- Customer Agenda
- Improve and monitor customer response times
- Enhance communications bandwidth speed
- Reduce expenditure
Vision implemented the Avaya IP Office 500 system to facilitate automatic call distribution (ACD). Call management software was installed to enable real time live statistics and comprehensive reporting. The solution included a digital IP telephone infrastructure with dedicated BT broadband circuitry. Media converters were removed and data switches were updated to improve connection speed and quality between office locations.
The new system has reduced Vision's annual maintenance costs alone by £17K, eliminating charges for internal calls and significantly improving client experience and responsiveness. Each caller hears a helpful welcome message and receives real time information on their place in the queue. Incoming calls are professionally managed and the Vision client services team can now see trends and call volumes through a real time wall screen where calls can be grouped and prioritised. The solution has improved workflow and resource management for the division, with the availability of comprehensive reports and statistics including call response time and average call time.
Vision's communication infrastructure is now faster and more cost effective. The dedicated BT circuit reduced current costs, providing a very effective ROI and also improved Virtual Private Network (VPN) connections between Vision's office locations.
Vision implemented a digital IP telephone network and included a fibre backbone between their Hertfordshire locations, increasing connection speed from 100MB to 1000MB. Vision provided Power over Ethernet (PoE) ensuring communications devices can be installed wherever they are needed.
Vision implemented an Avaya One-X Portal, providing web based communications. The client services team now have the ability to view Key Performance Indicators to monitor average customer response times.
A new voicemail server was installed, allowing staff to access their voicemail externally and automatically redirect messages to their email accounts. The solution provides total integration with mobile devices with the ability to toggle between mobile and desk phones. The system can also be used over multiple sites.
In a two week programme Vision's technical specialists, project managed, installed and configured the solution while maintaining full business operations.
Experts in our Field
With over twenty years' experience in telecoms and an accredited Avaya reseller, Vision can supply and implement your data and voice networks, structured cabling and fibre connections. Our telecoms solutions include reliable high-speed broadband, fixed lines, phone systems and software applications using the latest technology to turn your telecoms requirements into a competitive advantage.
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