Fold Housing * based in Northern Ireland, builds and manages community housing and administers care services. Fold currently has 650 employees across Northern Ireland and is developing its presence in the Republic of Ireland.
Fold uses its telephony network as a key tool to serve customers. The network is also critical to employee communication and collaboration. Consequently, when Fold found that its network was letting the business down and hampering customer service, it was clear that the organisation needed a change.
Fold knew it needed an IP telephony solution. The system had to:
- Enable the organisation to improve its customer service by allowing people to reach relevant staff directly and to leave messages using a reliable voicemail system.
- Prevent Fold from needing to re-cable the head office when refurbishing and building the head-office annexe.
- Eliminate the possibility of missed business opportunities due to an inadequate communications system.
- Deliver functionality that would enable more efficient and flexible working practices and improve employee productivity and collaboration
- Make better use of the existing leased-line investment.
- Provide the capability to manage the telephony network in-house.
Fold chose BT to deliver a Nortel IP telephony solution based on Communication Server 1000 , a server-based, full-featured IP PBX that provides the benefits of converged networking and supports business-critical applications. The Communication Server 100 0 consists of a call server and media gateways, supporting IP Phone 2002 & 2004, as well as IP Softphone 2050. The Communication Server 1000 is managed by Communication Server 1000 Telephony Manager, an integrated suite of advanced management tools.
Results & Benefits
- Simple and cost-effective adds, moves and changes.
- Improved functionality that enables more efficient and flexible working practices.
- Increased employee productivity.
- Reduced communications expenditure.
- Increased control over of telephony network, allowing more accurate prediction and containment of telephony budgets.
- The flexibility to accommodate growth in staff levels and changes in working practice.
- Improved customer service.
- A reduced risk of missed business opportunities.
- The capability to manage the telephony network in-house.