During the Coronavirus pandemic, Company A, like many other businesses, faced significant disruptions to their daily operations. Recognizing the need for external assistance, they consulted with us to find a cost-effective solution for enabling remote work and streamlining operations across nine office locations. Unfortunately, their current service provider lacked the capability to meet these demands, and their existing phone system was ill-suited for the task.
After a brief exchange, we scheduled a meeting to delve into their system's specifics. During discussions with the IT department and administrative staff, it became clear that their current system was underperforming and involved complexities with at least three separate telecommunications providers. Moreover, Company A lacked control over its phone system management. Understanding their concerns and their system's intricacies, we devised a solution that not only provided remote functionality but also consolidated their three different systems into a unified platform.
Using our cloud-based VoIP service, we executed this transition with minimal disruption, leveraging their existing system's infrastructure. We seamlessly integrated routers, switches, analog adapters, and phones. Our system's ability to access the internet through their existing ISP connection made the installation straightforward and prompt. Company A was pleasantly surprised by our ability to establish a new phone system in a few days without requiring costly hardware or software beyond the Proposal's scope. Our platform offered customizable call flow options, including Auto-Attendants, Ring Groups, and potential scalability.
Based on their needs, we recommended using the UC Client for improved call handling, especially for managing high call volumes. Working closely with their IT staff, we rapidly onboarded and trained over 100 employees, ensuring they were prepared to use the system within 72 hours. Once all configurations were complete, we expedited the implementation, allowing Company A to maintain its high operational standards. They are now valued clients, and we maintain ongoing communication to ensure their evolving needs continue to be met.
2nd Case Study: Company B
Company B's phone system requirements have evolved significantly over the years. From the era of Primary Rate Interfaces (PRI’s) and Point-to-Point circuits connecting multiple phone systems, they have skillfully adapted to the changing landscape of technology by prioritizing ease of use, productivity, and cost-effectiveness. To proactively address these shifts, Company B embarked on an ambitious plan.
In 2014, we partnered with them to usher in the era of Hosted VoIP across all 10 of their offices in the Austin, Texas region. Leveraging a robust Asterisk-based platform, we helped them reduce their overall communication expenses by an impressive forty percent. Simultaneously, we enabled the integration of all 10 geographically dispersed offices into their existing infrastructure. By design, this transformation allowed them to retain analog devices such as TTY phones, Big Button phones, and standard fax machines for public use.
Shortly thereafter, Company B began to realize the advantages of additional features we provided (such as our standard Call-Center application) which significantly enhanced their operational flexibility. For instance, Department X, and that location as a whole, harnessed the power of the Call Center queue to efficiently route clients to the appropriate group or department. Furthermore, Department X could easily enlist agents from different offices to handle calls as needed, offering callers options like remaining on the line, requesting a call-back, or leaving a message. And though the standard Call Center Application was a valuable feature, it fell into the "mid-grade" category, lacking the robust reporting capabilities of our other Call-Center application, Contact Center.
Fast forward to the present day, where over 80% of Company B's employees have transitioned to the Contact Center application. Contact Center, a web-based program developed by us, is undeniably one of the most exceptional ACD or Call Center applications available in the market. Company B meticulously evaluated the system with two online demonstrations before requesting pricing. Once the green light was given, we swiftly initiated the programming phase through weekly discussions, established a test environment for the system, and conducted comprehensive training for their office personnel.
In the current work landscape, with a significant portion of their staff working remotely, Company B harnesses our system through three different avenues. The UC Client, built on the Microsoft Teams platform, empowers Company B with the ability to communicate through voice, text, video chat, hold local meetings, or engage in video conferences, among other functions, from either a laptop or desktop monitor. The Corenexa Mobile app, utilized on their phones or tablets, acts as a seamless extension, mirroring their in-office desk phone experience. Alternatively, employees have the option to take their desk phones home, ensuring they can continue to access the service and reliability offered by our system
3rd Case Study: Company C
Since 2013, Company C has been dedicated to a wide range of essential functions, from Domestic and International Adoption, Foster Care, Disaster Response, and Children's Centers to Emergency Assistance Programs, Unaccompanied Children Support, Head Start Programs, Charter Schools, and much more. Quite naturally, when it came to their telecommunication needs, they needed a system capable of handling the volume of traffic inherent in such operations.
Initially comprising 23 locations and approximately 500 users, their journey with us began with a transition to a Hosted VoIP solution. At the time, they were reliant on a cable-based system, connected by Point-to-Point circuits and eventually a Multi-Protocol Label Switch (MPLS). However, the cost structure associated with this setup, (including multiple PRI circuits, Toll-Free numbers, and long-distance coverage), was excessively burdensome. As a nonprofit organization dependent on government funding and philanthropic support, sustaining such expenses was unmanageable, especially in the current economic climate of that time.
Although their existing system met their current needs, Company C sought a more cost-efficient, turn-key solution. Collaborating closely with their senior staff, we conducted a comprehensive analysis of their requirements and expenditures. The conclusion was evident—a Hosted VoIP system would provide the optimal solution. In due time we orchestrated the provision of over 186 dedicated inbound numbers (DID’s), along with an infrastructure tailored for their growth trajectory from 500 to over 900 Users. Our approach also focused on maximizing available space by leveraging innovative compact equipment. We invested in cutting-edge technologies and hardware, not only delivering high-performance capabilities but also adopting a space-saving design philosophy to house the various pieces of equipment. By seamlessly integrating these compact components into their system, we significantly reduced their physical footprint while preserving top-tier functionality.
Additionally, our VoIP solution merged seamlessly with their traditional phone system. This provided a smooth transition from their legacy infrastructure to the new VoIP system without causing any significant disruptions to their day-to-day operations. Employees could continue using their existing phone hardware while gradually adopting the new VoIP capabilities. Presently, more than half of their Users work from home, facilitated by our Unified Communications platform and mobile app. Additional staff members employ third-party SIP softphones, alongside a selection of our video-conferencing services. The result of our collaborative efforts was an annual savings of over $40,000—a remarkable cost reduction that continues to benefit them to this day. As a result, Company C is a substantial and longstanding client, having been with us for almost 2 decades.