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Case Studies
Law Firm: Update telephone system to manage client’s needs across multiple sites
The Challenge:
Using an old analog phone system, with three different sites, there was no consistent functionality. Calls were being lost in the system, phones weren’t being answered, it was difficult for clients to reach the person they needed, and to make matters worse, no voicemail. All of this combined, did not represent professional communication internally or externally.
Enter Vodaci:
There were many factors that Vodaci looked at. The amount of voice and data traffic between offices, a data link already in place, functionality of an upgraded system, ease of use for both the clients and the staff, and a system that would be flexible and update easily if more offices were added.
The Solution:
Vodaci went with The Avaya IP Office, an all-in-one solution. Calls can now be made from any site through ISDN or VoIP. The clients can use either the Voicemail or PhoneManager when calling. For the staff, Vodaci also provided digital and analog handsets. And we trained employees on-site, using the system, before the system was up and running.
The Result:
The offices have noticed an overall improvement with customer service, internal communications, reduced cost of operations, and customer satisfaction. There is a more satisfying standard of client service for all involved.
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Government Agency: Wanting to be the technology leader in government, while being cost efficient and easy to do business with.
The Challenge:
To keep providing the best communication and services to its residents, and within state government, without excessive costs. This network included: contact centers, voice mail systems, the network that connects to the different agencies but allows the citizen to talk with the same person whenever possible. Easy to use for residents and employees. The system must be reliable and available.
Enter Vodaci:
The communications reliability, ease of use, and consistency, became primary in Vodaci’s research. Along with the importance of service maintenance, once every aspect of the network was in place.
The Solution:
With Vodaci’s recommendation the Government agency is using the Avaya IP Telephony Solution along with Avaya’s Media Servers, Media Gateways, and Contact Center Solution. Not only does this network provide the latest technology, it streamlines all expenses.
The Result:
Personalized interactions with customers, increased staff productivity, and cost efficient. Whenever possible, because of the flexibility of the entire network and system, citizens can contact the same agency and speak with the same person. Regarding the handling of phone calls by State agencies, there has been a drop in complaints.
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Consolidated Schools: Upgrade the network with infrastructure capable of handling the entire, 35 square mile, district
The Challenge:
The district’s network hubs were nearing the end of their life. The district wanted to upgrade to a network that would be able to handle the applications and bandwidth needed to deliver top of the line education tools. The district realized the new system would have to be easy to manage, use, maintain, and also be cost effective.
Enter Vodaci:
Vodaci knew the the district wanted to connect all the buildings within the district, enable voice-video-data to intertwine throughout the district and have quick transfer rates. After traveling around the district, Vodaci researched several options that would best fit the district’s needs.
The Solution:
In a two phase plan, Vodaci introduced the new network to the district. Using a Gigabit Ethernet, it made the network simple to manage, administrate, and included the technology to have either web-based or command line administration. The first phase, to replace the network core switches. The second phase, replace the edge switches.
The Result:
The two-phase process went quickly and smoothly. The new network combines voice-video-data, which are connected throughout the district. This includes distance learning opportunities, for those homebound students. Savings, within the district, have increased dramatically since the new system was installed. The district has been able to add to the learning experience in the classroom, which makes them more than satisfied.
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Utility Company: Needed new communications system that provided uniformity and reliability
The Challenge:
With 34 different sites, this company needed a new communications system. There was no consistency between offices. Needed all employees to have uniform access to voicemail and email systems, a system that would be easy to use, reliable, cost effective, and operate with the current network.
Enter Vodaci:
Vodaci took a look at the key requirements of this company and the communication system that would work for them and fit their needs the best. Not only with voicemail and email, but also easy communications between offices, cost-effective scalability, and using the current network.
The Solution:
Vodaci installed the Avaya S8700 Media Server. The Media Server runs the Avaya Multivantage® Communications Applications. Along with that the company is using the Avaya IP Telephony, Contact Center, Mobility and Services Solutions. We also were able to re-use some of the older equipment and integrate it into the new system. The company now has a cost effective communication network that provides uniformity and reliability.
The Result:
Easy access to common voicemail and email boxes, faster and more economical ways for staff members to contact each other, consistency for customers no matter what center they may be calling, and significant cost reduction. Everything is more efficient, for both the staff and customers.
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Global Communications Company: A single communications network that would work for all departments within the company.
The Challenge:
Being a global company, needed to upgrade to a single communications recording system that would handle: an advanced customer service center, information technology and data departments. At the same time wanting to improve productivity, lower costs, and be able to upgrade easily.
Enter Vodaci:
Knowing all the different aspects the company was looking for, Vodaci looked at several different combination servers. This included servers that would cover voice (inbound and outbound), media, and IT/data.
The Solution:
To be able to centralize and standardize its communications, Vodaci installed the Avaya IP Telephony Solution system, including: 10 Avaya DEFINITY® Communications Servers and Media servers that ran with the Octel® Voice Messaging. This system covered the solution of inbound and outbound contact centers, and manages five separate centers.
The Result:
The company has reduced costs and improved productivity, thanks to consolidating and extending it’s communications network. The system chosen has unlimited growth potential, which allows our client to add applications as necessary.
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Retailer: Intensify a security surveillance system to thwart off theft, both external and internal.
The Challenge:
With over 30 different locations, the company was looking to improve their security surveillance system that would give them control and flexibility and reduce theft, but still be able to service their customers.
Enter Vodaci:
Vodaci realized the company was using an analogue system and would need to upgrade to a IP-based system. A system that would fit into their infrastructure and send streamline real-time video to one location. The cameras in the system would need to have consistent visual quality.
The Solution:
Using a digital (IP) based security system, over 80 Axis Communications IP cameras were installed in all of the company’s locations. This provided real-time feed, based on motion. In addition, a secure web interface was provided. The company now had the capability of being able to watch all stores 24/7.
The Result:
Since the installation of this system: the company has noticed a significant reduction in loss of stock, it has given them more flexibility and control in monitoring each store, and the savings has increased the company’s bottom line.
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