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“Open Source Telephony is moving beyond innovators and early adopters with more companies using it for their business communications needs.”

Independent managed communications provider, Foehn, is predicting a marked rise in businesses and other organisations choosing open source telephony in 2013 because both the commercial and technical arguments have become just too compelling for them to ignore.

The tough economic environment continues to challenge many businesses that are continually being forced to review operational costs. At the same time, advances in technology mean that open source telephony is not only a viable alternative to traditional telephony systems, in many respects it has become a more favourable option.

Gary Muchmore, Foehn’s Operations Director, will be speaking about the open source advantage at UC Expo - - presenting on the challenges and benefits of open source telephony. Foehn is one of the leading Asterisk open source experts in Europe with 13 years of successful IP communications deployment among customers.

“When an economy is booming and most businesses are thriving, there is less concern about costs and driving efficiencies – it’s more natural to focus on the top line,” says Gary Muchmore. “But now we are seeing more businesses and not-for-profit organisations across all sectors opting for more radical changes, particularly when it comes to them upgrading their systems, making companies more unified and profitable.

“Open Source Telephony is moving beyond innovators and early adopters with more companies using it for their business communications needs.”

In the past year, Foehn has delivered open source customer contact centres and enterprise telephony systems to SMEs and larger enterprises, as well as not-for-profit organisations, including schools and housing associations.

Low Cost Travel Group opted for an open source telephony solution from Foehn, who deployed a centralised Asterisk-based call centre system integrating a sophisticated IVR with dynamic, flexible call routing, queuing and reporting. In the process, 200 hard phones were transferred over to 370 soft phone licenses to enable disaster recovery and home-working initiatives, as well as an installation of a redundant system to provide resilience against the unlikely event of another crash or failure.

As a result of the implementation, call centre conversion increased by 20% and call handling productivity by 25%. Customer retention also increased by 40% since implementation. The system has resulted in massive operational improvements.

Women’s Pioneer Housing Association is another organisation that chose the open source route. The association decided to upgrade its telephone system as its existing one was increasingly creaking at the seams and limiting to its business operations. Furthermore, with welfare reforms on the way, a more effective communications system was needed to overcome the increase in call volumes. It was also looking to reduce the cost of its telecoms bills.

Following a review of several suppliers, Women’s Pioneer chose Foehn who proposed and installed an open source telephony system. As well as providing the association’s staff with a host of new features that they didn’t have previously, the new system also provides them with complete transparency of their telecoms costs to give them complete control when it comes to paying their bills.

Two other recent implementations of open source by Foehn have included Parrs Wood High School near Manchester and the American School in London.

“Schools are under pressure to improve their operational capabilities whilst at the same time needing to be mindful of costs,” explains Gary. “Many have old traditional phone systems in place that are costing them a small fortune without providing all of the functionality that a modern open source solution can offer. As schools are beginning to see what others are achieving, open source becomes a far more attractive proposition and less of a perceived risk.”

Gary Muchmore’s presentation at UC Expo - - on open source takes place in the Visual and Voice Theatre, 3:10-3:40pm on Tuesday 5th of March.

Press information
Glen Goldsmith
Tel: 01483 811234 / 07812 766338

About Foehn

Independent managed communications provider, Foehn, was set up in 2000 by James Passingham to manage and implement systems within mission critical and telco class networks and data centres across the entire EMEA region. The company specialises in IP network and communication solutions for call centres and small and medium sized businesses.

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