The UK’s leading educational supplier deploys IP telephony to provide ‘outstanding customer service’ Monday 10 December 2007 PDF Print - Contact centre selects ‘pure’ IP telephony from Swyx to capture all inbound calls and enhance outbound operation London, UK, 10th December 2007 - Swyx a market-leading vendor of IP telephony solutions has been selected by The Consortium, the largest independent supplier of educational resources in the UK to replace their outdated TDM based system. The new SwyxWare ‘pure’ IP telephony system was implemented by Swyx partner GP Telecoms. The new system will enable the company to capture all its customer calls, and reduce call waiting time during peak periods. The Consortium employs 240 staff in the UK and is headquartered in Trowbridge, Wiltshire. Business Support Director at The Consortium, Joe Caddell comments on the selection decision, “The problem with our incumbent system was its rigidity. For example, the call routing function was very cumbersome – to move staff from one type of call to taking another type required them to log out of one queue and then log in to the next, resulting in missed calls. Maintenance was an on-going headache and even simple configurations required a call to our third-party support organisation which was not only very expensive, but also time consuming.” He added, “The system did not offer the level of IVR (Interactive Voice Response) capability that we needed to deploy our new business development plans. All of these restrictions had an adverse effect on our ability to react to the seasonal peaks that occur in our business. During these periods the number of calls can triple from around 500 to over 1500 a day. We simply did not know how many potential sales calls we were missing.” After considering 12 potential suppliers the company short-listed three contenders but eventually selected Swyx. He continues, “After an exhaustive evaluation of our short-list that included an on-site demonstration, a small pilot operation and a review of reference sites and testimonials, the final selection was unanimous – Swyx was the number one choice of everybody involved. Unlike the others, it was not reliant on any proprietary hardware therefore growth would not be restricted by physical limitations, it could integrate seamlessly into our existing data network environment and it was incredibly simple to configure and use.” The Consortium has realised the following benefits from the Swyx implementation; The new call routing has enabled the company to capture almost every call that comes in with call backs to the few that are missed. The improved flexibility means that the company can meet changing customer demand quickly, ironing out the seasonal and daily peaks by adding new users simply and quickly and routing calls according to skill-set Call recording has improved the quality of staff training – a facility that was price prohibitive on many of the competing solutions The enhanced management reporting has moved the company from the ‘Stone Age’ to one which can act dynamically on real-time data to improve and fine-tune every aspect of the business operation All moves and changes can now be carried out in-house Supports new business requirements such as multi-branding Have reduced overall running costs by 25% and has achieved an internal return on investment of nearly 30% Voice mail has added a higher degree of professionalism to the operation. Have the ability to integrate their Infor System 21 ERP system in the near future to develop customer service, enhance their outbound new business campaigns and improve their customer retention Caddell concludes, “So far the project has been a complete success and has met all our selection criteria. This has been backed up by the support we have received from GP Telecoms, which has been excellent. The Swyx solution is now such an integral part of our business that our operation would suffer severely if we had to go back to our original TDM based phone system – The system has enabled us to deliver outstanding customer service”. For more information visit - www.swyx.com. -ends- Editor’s notes: About The Consortium: The Consortium is a national procurement and fulfilment business focussed on meeting the needs of its many customers in the social care, education, and training sectors. In order to service it customers with a product range of over 30,000 products the company operates both an inbound and outbound contact centre operation. The Consortium is the largest independent supplier of education resources in the UK and its products include; stationary, living aids, furniture, office and business equipment, medical and personal care items, janitorial products, and activities products. The company employs over 240 people at its headquarters in Trowbridge, Wiltshire. About Swyx: The Communication Engine Always ready to challenge the market, Swyx develops software based IP communication solutions that continually push the boundaries whilst maintaining its core belief that technology must always deliver tangible business value and productivity for clients. Renowned for product innovation, Swyx aims to continually delight its customers and business partners by providing the best possible products and services to help make them more competitive in their markets. Established in 1999 and headquartered in Dortmund, Germany, Swyx now has offices across Europe. Today the company is recognised as the market leader for IP communication in Europe and has enabled thousands of businesses to take advantage of the benefits of IP communication and associated applications. An easy-to-install, easy-to-maintain software-based system, SwyxWare is The Communication Engine designed to drive a company forward. Based around familiar Microsoft® Windows® applications, the Swyx solution is designed to integrate perfectly with existing business software, including all financial and business process management tools. It offers all the agility of a business-class communication solution with the flexibility to match – and to grow with a company’s specific needs. Powerful business communication, that is simple, quick and easy to set up and manage, giving businesses full control, and making them more responsive to the needs of its customers, wherever they are. 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