Shoe retailer Faith cuts call costs with Mitel IP telephony system


Shoe retailer Faith cuts call costs with Mitel IP telephony system

Arif Mohamed

Shoe retailer Faith has improved communications and cut call costs between its 220 stores by installing a Mitel IP telephony system, which it says will pay for itself in two years.

Faith, which has 2,500 employees nationwide, added a Mitel 3300 IP Communications Platform (ICP) to extend its existing telecoms system, and introduced ADSL-based Mitel IP phones in its stores.

By using these handsets, which use a flat-rate broadband connection, Faith significantly reduced the cost of in-store calls by up to £10,000 per year, per store, said Luke Phillips, IT director at Faith.

Phillips said, “It has been really challenging trying to manage all our stores using an analogue system. Taking this step has been such a huge move forward for us.

“Deploying IP communications has enabled inter-site communications and control at our HQ, which previously had just not been possible.”

He added that the new system will have paid for itself in two years, because the number of lines has been reduced.

“Not only do we get all the benefits of interconnected sites and more control over our system, we also have quantifiable ROI – you can’t ask for more.”

Faith plans to replace its old system in time, and migrate fully to IP. Phillips said he is also planning to bring the retailer’s call centre in-house, using Mitel’s Contact Centre system.

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Cliff Saran's fear, uncertainty and doubt blog >>
Computer Weekly's managing technology editor Cliff Saran writes on the highs and lows of the IT industry, looking at the technology trends that matter to corporate IT, and those that don't.

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