Unicef has saved money and improved call-handling
efficiency by unifying itscommunicationssystem on to a single
platform.
Redstone Converged Solutions extended the charity's use of
Cisco CallManager from one UK site to the whole UK operation,
and integrated it with
software from IPFX.
Before the development, Unicef was using two separate phone
systems, which were costly and inefficient. The new system gives
the charity toll-free calls between offices and more efficient call
handling.
Receptionists can now see when staff are available to take
calls, and can then route them more efficiently. Productivity has
increased because call volume has gone up.
The system can be managed centrally from the London site, and
Redstone can also see remotely who is logged on and taking calls.
They can also perform remote diagnostics if Unicef IT staff are
busy.
Steve Field, IT support manager, said, "We now have a unified
and efficient system, which has become part of our everyday
processes and puts us in a position to measure our performance and
efficiencies more closely."