Customer Stories | Unified Communications Solutions

The Problem

This firm of solicitors wanted to reduce communication costs and also improve it's responsiveness to both clients and colleagues.

The Solution

This growing firm of solicitors had expanded through organic growth and acquisition to eight offices spread out across the east of England. Each site was independently sourcing its Internet access and ISDN lines as well as managing a varied range of telephone systems.

Having evaluated the existing infrastructure, the IT Director worked with Intercity to deploy a solution that would consolidate the multiple systems into one unified communications platform.

The first phase of the project was to deploy a robust connectivity infrastructure and so Intercity rebuilt the firm’s wide area network using a mixture of high availability Ethernet fibre and Ethernet First Mile services alongside ADSL and Fibre optic broadband connections. Resilient access to the Internet was provided via the head office and an external Disaster Recovery site.

As well as wanting to reduce their multiple telephone systems down to just one, the customer also wanted many advanced Unified Communications features such as desktop integration and presence to improve employee productivity and their ability to respond faster to colleagues and clients.

Orbit was the perfect fit and Intercity deployed a multi-server solution which delivers an integrated communications hub to 220 users across the various offices. The entire project from site survey to system installation and training was managed by Intercity to minimise disruption for the customer.

"Each of our eight offices relied on individual telephone systems, but we now have just one system routing calls whilst keeping eight reception desks, each with a simple interface to manage everything, giving more control and visibility".

IT Director

The Problem

This global provider of power systems was keen to replace a legacy telephone system that was limiting its ability to enhance customer service.

The Solution

This leading manufacturer of innovative power generation and supply equipment found that its aging Index telephone system was having a detrimental effect on its ability to provide the high level of customer service it wanted to deliver.

With customers across the globe they were keen to ensure they didn’t miss calls and that these could be routed quickly to the right people within the business. In the event of adverse weather affecting employee’s ability to get into work, calls also need to be dynamically routed to staff working from home.

Intercity worked with the business to develop intelligent inbound routing and ‘hunt group’ plans to make sure calls wouldn’t get lost. These were then configured within Orbit and the new telephone platform was deployed within three days. Orbit’s intuitive administration console now allows the business to create new routing plans as and when needed.

What's more, Orbit now gives the customer true Unified Communications, bringing all their conversations together into one seamless hub. With the on-going development and delivery of product updates, their system will be ‘as new’ for many years to come.