Having explored the possibility of migrating from the old telephone system with ISDN30 lines to a VoIP solution back in February, the effects of the pandemic fast-tracked our client into pressing the button on the upgrade as soon as lockdown was enforced in the UK. With all staff working from home or satellite offices our brief was to ensure that staff were all setup remotely and to ensure a seamless transition from old to new.
The client is a provider of support services covering parts of Oxfordshire and Northamptonshire. Offering a vital service to the local area and often receiving calls from those in need of help, advice and support the phone service is a vital part of the team’s daily tasks.
Any system upgrade involving a significant change from a legacy ISDN based system to a VoIP or UC Solution represents a challenge, doing it in an entirely remote capacity was a fantastic experience for us and one that we relished.
Staff now have their phone on their PC and Smartphone, with the capability to hold video calls with clients from within the telephony platform plus the Presence feature within Horizon Collaborate ensuring that staff have visibility of the availability of their colleagues throughout the day. This is an important feature in an all remote and virtual world.
To ensure that staff were given thorough training on the platform, a series of group training sessions were carried out via a video meeting with everyone given the opportunity to ask questions relative to their team and call handling objectives.
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