Amnesty International * is a worldwide movement of people who campaign for internationally recognised human rights for all.
It has more than 2.2 million members and subscribers in more than 150 countries and regions, and coordinates support to act for justice on a wide range of issues.
When refurbishment of Amnesty International's main building in Ireland forced staff into temporary offices for an extended period, they saw it as the ideal time to update their communications tools. The existing call handling systems lacked features such as direct dial numbers and audio conferencing, whilst staff were unsure how successful it would be to move them across to the new premises.
Following talks with BT about moving phone lines, the conversation soon turned to a new phone system as well. BT recommended new equipment from Nortel, coupled with an upgrade to the existing system.
BT installed a Nortel Business Communications Manager 400 PBX at the temporary site, with Nortel CallPilot for voicemail. In order to give handsets to all staff, including the reception desk, Amnesty International chose the Nortel Business Series Terminal T7316E + T24 KIM (Key Indicator Module).
Two Nortel Business Ethernet Switch 1020s were also installed, creating a more resilient, high-speed data network that will support a move to IP voice in the future.
Results & Benefits
- More efficient incoming call handling
- The ability to organise outbound fundraising campaigns
- Support of shifting call handling requirements, thanks to the system's flexibility and scalability
- Excellent system reliability, and rapid issue resolution
- Simple management of the system by staff in-house