A manufacturer of accessories and equipment for off-road vehicles and enthusiasts was in the market for a voice platform replacement. The IT staff determined that VoIP technology should be adopted even though the system application was relatively straightforward.
Key decision criteria included ease of use from an end-user perspective, ease of system management, and the capability to operate seamlessly between two separate facilities.
Most users found the system easy to understand. Even though most users continued to use the same basic feature set that they had used previously, they began to discover new features that enhanced their ability to perform their jobs (e.g., dialing from the Outlook contact database). Users are finding that they have more control over their communications, which, in turn, is making them more productive.
The VoIP solution also eliminated the need for continual involvement from outside vendors. In the past, the company paid $145/hour for outside telephony support. Today, issues and changes are handled immediately by in-house IT personnel.
The company also uses a contact center to handle calls from dealers and distributors, as well as from customers looking for a retail location in their area. The previous system provided only limited call routing functions and poor reporting capabilities. It was also very expensive to make changes or updates to that system.
Initially, company executives had some concern regarding the quality of sound a VoIP-based system would deliver in a contact center environment, but these individuals have discovered that the sound quality at least equals that of the previous system.
Today, the new VoIP system allows calls to be routed easily, and updates are made quickly by the group manager. The manager can also make changes to groups, routing configurations, and auto-attendant messages. Moreover, reporting is greatly enhanced with more critical data, and reports are generated easily on an ad-hoc or regularly scheduled basis.
