Unicef has saved money and improved call-handling efficiency by unifying its communications system 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."