The National Software Centre (NSC) today announced it has invested €100,000 in a new telephony system from ShoreTel, the leading provider of brilliantly simple phone systems and unified communications (UC) solutions. The system has reduced call support costs for the NSC by 82% since its implementation.
The NSC is based in Cork and serves as a managed services centre for more than 60 companies across multiple disciplines, including technology, engineering and telecommunications. More than 300 people are based in the centre and up to 500 calls come through its reception each day.
The NSC’s legacy phone system was outdated and was complex and expensive to manage. In addition, the voicemail system no longer supported the needs of the growing numbers of businesses who were based in the centre. The NSC wanted to take total control of its internal communications as an excellent communications structure is a key benefit to its tenants. It also wanted to reduce third party costs.
Invistech, an IT company based in Cork, sourced the ShoreTel solution, ShoreTel Director, which allows the NSC to administer everything internally including adding and moving new users and making changes easily and efficiently with minimal technical knowledge. It has removed the need for third party support costs, which typically cost the NSC between €150 and €200 per call out.
Overall call support costs have reduced from €40,000 to €7,000 since the solution was implemented. The solution has added functionality to the NSC such as video conferencing, mobility and presence. Features that are very popular with the NSC are call conferencing, which is scalable from 3-way to 12-way, redirection of voicemail to email and instant messaging.
ShoreTel Director also has a function whereby the NSC reception can answer a phonecall in the name of the company it is intended for. This removes confusion for callers, offers a seamless service to tenants and increases productivity for NSC staff on reception.
The integrated ShoreTel solution was deployed over a weekend, with no downtime to the NSC and no disruption to call flow or productivity of the businesses based there. Other benefits of the solution have been a notable increase in administrator productivity and a reduced strain on IT resources. The solution provides the NSC with value for money and the support of a reliable and easy to use system.
Sue O’Brien, Facilities Manager of NSC, said, “We are extremely happy with the impact that ShoreTel Director has had on our centre. Internally it has been very easy to deploy and is a lot less time consuming that going through a third party. It has reduced costs significantly and made our day-to-day operations far more streamlined and efficient.
“I do not have a technical background, but the ShoreTel solution means I can control the Unified Communications system in ways that I would have previously had to call on third party support for. The new interface also means we have enhanced services to offer our clients, without any disruption to their operations. The implementation was painless for us as Invistech installed the solution over one weekend without any fuss or interruption to call flow or productivity.
“We are making significant cost savings and are delighted to have found the ideal solution for our requirements.”
Barry Dillon, regional sales director, ShoreTel said, “The businesses located out of the NSC are all early adopters of technology and as such are really embracing all of the features offered by our solution. The ShoreTel system makes it simple for businesses to have control of their telephony solution, reducing administration time and support costs, while also delivering the most advanced UC capabilities. ”