Below are some case studies of some of our customers to give you an idea of the range of situations Call Manager can be used in.
Customer Sales and Support Line
Mcaller (http://www.mcaller.com) needed a system that was quickly available on launch of their product, and that could grow with them as the customer numbers expanded. Selecting Call Manager allowed a speedy establishment of a sales line and a support line and the ability to share call handling resources seamlessly on the two lines.
"Fast start-up, low cost setup and reliability was what we got with Call Manager, we couldn't have asked for more" - Nigel Gorham COO
A start-up Sydney law firm needed maximum flexibility as they setup the first office and then moved to a new, longer term office. By setting up a premium number through Call Manager they could divert calls first to the first office, and then re-route when the new phone system was ready. Never off the air and low cost with maximum flexibility. Use of Fax2email also means they never will lose a fax. The move was seemless.
Mini Call Centre
Running a call centre of 12 agents, with call volumes of many hunderds of calls a day is a challenge. It's not quite big enough to warrant the expenditure of hundreds of thousands of dollars on a phone system, yet the team requires management and control in exactly the same way as a big call centre. Without accurate statistics to measure the productivity, or a queuing system with on-hold music to keep the customer on the line, the results was a terible customer experience.
With Call Manager implemented, this busy department is now running an efficient and effective mini-call centre with less staff. Call queuing, a menu system, daily statistics and excellent caller service levels. They are really controlling their callers. Their agents can attach to different queues and the online agents can also expand from 6 to 20 , as required if the call levels increase.
Busy consultant on the road
Busy at home, and then on the road? This sort-after design consultant is always on the go. When at home she wants to recognise incoming calls that are business related. Call Manager provides a fixed CLI, so business calls diverted to the home number are identified and answering the call is a choice. No need for a second expensive phone line. When on the road, calls are diverted to the mobile and in this way prospects or customers need never know the mobile number unless they are VIP's. All incoiming calls are logged and available in real-time so you never lose a number. Voicemail to email and Fax to email services are regularly utilised too.
" Call Manager is essential to my business " - Elizabeth Gibbeson, In Colour In Design.(http://www.incolourindesign.com.au )
Venix IT (www.venix.com.au) specialise in providing top quality IT services for those complex office moves. Providing telephony support during a move is vital while equipment and people are moved from one place to another. By using Call Manager the pressure of moving telephone lines and equipment is removed and the client remains connected to their customers and the outside world throughout the period. Calls can be routed to mobiles, or home phones. Faxes and voicemails can be handled when convenient.
Global Mission Critical IT Support
Providing a 24X7 service for a global IT services company (The Smartsgroup: www.smartsgroup.com ) means that different people need to be "on-call" at all hours of the day. The global operations team offering mission critical suppoprt, includes engineers in the UK and Australia. People come off and on shift at different times and during a Severity 1 outages its important to hold a conference call to bring together all the experts. Using Call Manager means that a shift change is just a click away. All calls are logged and recorded so that post incident analysis can be accurate and complete. Real time call records on the web portal means that filling in incident reports are a breeze. Automatic escalation if the first call attempt fails or is not answered means a call is never missed.