~ Actinic saves 50% in call costs ~
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Weybridge, Surrey – 1 April 2005 – Best selling ecommerce software
developer, Actinic, has successfully implemented an international voice
over internet (VOIP) system for its telephone support function, proving
that IP technology is as accessible to small companies as it is to enterprises.
The new system uses VOIP technology from Avaya to allocate incoming calls
seamlessly between support staff based in the UK and India. Using the
telephone software, calls can be transferred directly between members of
the team regardless of geographical location, and managers in either
location can monitor the status of the support queue.
Calls are routed over the internet via leased lines into the two call
centres, in Weybridge, Surrey and Chennai, India. The system eliminates all
call charges between the two locations, and the fixed rate lines give the
company complete control of infrastructure costs, Actinic expects the new
system to pay for itself in its first year and reduce call costs by 50%,
leading to savings of £7000 per year subsequently.
The changeover involved upgrading an old telephone switch - Avaya’s IP
Office - which offers both PSTN and IP extensions. For the Indian team, IP
extensions are used. When one of those extensions is rung, the call is
routed over the internet to the corresponding IP phone in the Chennai
office. With reliable broadband connections in both Weybridge and Chennai,
and a VPN in the middle, the voice data is transmitted with acceptable
quality and no noticeable latency. Persistence was needed to overcome a
number of teething problems, and the process took a few weeks longer than
expected. But the success of the installation demonstrates that IP
technology and its corresponding benefits are no longer restricted to large
Phil Rothwell, managing director of Actinic, comments, “The new system
gives us the best of both worlds. As a relatively small company operating
in a highly competitive industry, the cost savings from going offshore are
essential for us to provide telephone support profitably, and at a price
our users consider reasonable. At the same time, maintaining a parallel
support team in the UK reduces the risk, and gives us better quality control.”
For further comment and photography, contact:
Phil Rothwell, Actinic. Tel 01932 871000, email@example.com
Actinic PR: Jane Lee, Dexterity. Tel 01273 470199, firstname.lastname@example.org
About Actinic Software Ltd:
Founded in 1996, Actinic produces ecommerce software for small and medium
enterprises (SMEs) that want to sell online. Its products include Actinic
Developer, Actinic Business, Actinic Catalog and Actinic Audio Store, and
power more UK ecommerce sites than any other company. Research shows that
over 50% of SMEs using packaged software to run their e-stores use Actinic.
Search for 'acatalog' on Google to see the vast range of online stores that
run using Actinic. Some of Actinic's better known UK users include the
Royal Opera House, Lloyds of London, the Royal Navy and Help the Aged.
Trademarks: Actinic Catalog is a registered trademark of Actinic Software
This press release was distributed by ResponseSource Press Release Wire on behalf of Dexterity in the following categories: Consumer Technology, Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.