With collaboration a key ingredient to R&R’s success, the organization’s communications infrastructure was in need of an update. An outdated analog system made it difficult to collaborate on client accounts and share research information. With staff becoming increasingly mobile, they also needed to ensure that client calls were not missed. They also faced the challenge of connectivity to four remote sites. R&R decided to migrate to IP Telephony to improve business efficiency and reduce communication costs, as well as to allow staff to communicate with their clients at anytime and anyplace.

R&R chose an Avaya IP Office solution which included Avaya 5600 Series IP telephones, Avaya Voicemail Pro and Avaya Phone Manager Pro – effectively turning their call centre into a contact centre – providing services that went beyond simple voice calls.

With the Avaya solution, long distance call charges have been reduced. Besides voice calls, fax communication has also benefited from Direct Inward Dial (DID) capabilities. Conferencing and DID features have also allowed staff to collaborate more closely, and work together as one, even if individual team members are located at different sites. Workload and calls can now be balanced across the organization, translating to improved productivity, attention, and staff retention. Finally, management of the system has also improved, allowing a relatively small IT team to support the entire organization.

Solution Area:
Convergence

Primary Solution Area:
IP Telephony

Primary Product:
IP Office

Secondary Solution Area(s):
IP Telephony Applications

Secondary Product(s):
IP Office Compact Contact Center
Phone Manager Pro
Voicemail Pro
IP Office Small Office Edition
5600 Series IP Telephones

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Case Study