Portman gets the message with unified comms

Portman Building Society has deployed a unified messaging system with speech-control capabilities to improve productivity at its head office, customer service centre and across its 114-strong branch network.

Portman Building Society has deployed a unified messaging system with speech-control capabilities to improve productivity at its head office, customer service centre and across its 114-strong branch network.

The Callxpress system lets staff manage their voicemails and e-mails through a Microsoft Outlook front-end accessible via telephone, wireless device or desktop PC. It also permits dial-up voice-activated access to the Outlook inbox to specified users.

Inbound faxes are also integrated into Callxpress, which has been linked to Portman's existing 12-port Rightfax Enterprise system. This allows employees to manage their faxes through the same inbox.

David Lincoln, group telecoms manager at Portman, said the system was proving robust and would shortly be upgraded to cover 30 incoming ports rather than the current 20.

He said it had improved the productivity of workers across the board. Among its advantages  is out-of-hours voicemail, using a BT Smartdivert facility to redirect calls to a central voicemail inbox which then pushes out messages to the society's branch network.

"The advantage of the system is that you pay for the cost of the diversion, but need no in-branch voicemail facility," said Lincoln.

Portman's unified messaging system is integrated at the server level using Microsoft Exchange 5.5. The system's various modules can be deployed remotely to the society's 2,500 Windows XP desktops on a user-by-user basis, using Tivoli as a software deployment tool.

 

This was last published in November 2005

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