Case Studies

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Adding value to IP with messaging and call distribution software.

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As a modern, forward-thinking organisation, the Auckland University of Technology (AUT) had clear objectives when choosing a new supplier of advanced telephony services.

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Computacenter used a TeleWare IVR (Interactive Voice Response) solution to front-end calls into a number of European Service Support Centres. The solution integrates with the customer's SIP-based infrastructure and is deployed on a high availability distributed architecture.

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The decision by Countrywide Surveyors to replace its voice dictation system with a solution from TeleWare formed a key part of an on-going IT strategy that aims to increase productivity, improve the quality of service and contain costs.

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A new information system helps keep the traffic moving over the Forth Road Bridge and its approach roads. For a nominal fee, motorists are now able to receive up-to-date news bulletins, advising them of any current bridge restrictions due to weather, road works or traffic incidents, together with the estimated length of delays on the three main approach roads.

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Accounting services firm Gambitsis Partners took a bold leap when they replaced their aged switchboard with TeleWare’s SIP-based Unified Communications applications and Cisco’s Call Manager Express platform. One of New Zealand’s first IP telephony installations, Gambitsis says the new platform has significantly boosted their productivity and professional image, and is a firm foundation to leverage the evolving world of IP telephony.

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The London Underground Telecommunications Network serves all parts of the London Underground Railway Network, providing reliable and effective communications facilities for both business and operational requirements.

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The M.E.N Arena receives over 1,000,000 telephone calls a year - around 2,750 calls each day. Most of these calls are from people wanting to book tickets for a forthcoming concert or wanting to contact one of the venue’s many departments. With this volume of calls from customers and potential customers, arena management were concerned to ensure that calls are handled efficiently in order to maximise revenue potential whilst controlling operational overhead costs.

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Senior partners at Montagu Evans recognised that an effective strategy for handling incoming telephone calls from clients was essential if the firm was to continue to provide a high level of service in an increasingly competitive market.

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A TeleWare system provides a full complement of voicemail services to over 1600 staff and the reaction from users has been very positive. Many have commended the system for providing new communication facilities - such as totally location independent working, different message options / holiday / absence message routing - and see many positive aspects, which will benefit them in carrying out their day-to-day tasks.

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Northamptonshire is the first Police Force to combine the advantages of Airwave technology and TeleWare's Personal Numbering solution to support officers' nomadic and flexible workstyle.

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Operational efficiency can be particularly important within a registered charity, funded principally by voluntary donations and legacies. Every pound saved in administration frees funds for its raison d'être – preventing cruelty and promoting kindness to animals.

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The Royal Institution of Chartered Surveyors (RICS), appreciating that its legacy PBX was approaching its end of life, the organisation began a migration to IP Telephony some 18 months ago, opting for an infrastructure based on the Cisco Call Manager. Following this project, RICS looked to improve its Contact Centre capability and service to its customers and members.

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A TeleWare communications solution at the Royal Opera House has improved both customer service and internal communications.

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At Three Valleys Water, an innovative solution from TeleWare has enabled its Operations Centre to improve efficiency whilst providing increased support to workers and fulfil its statutory duty of care.

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When United Utilities chose a TeleWare system to replace its ageing voicemail system, managers were confident they were putting in place the foundations which would allow them to cost-effectively introduce a range of new voice applications into the future in order to support the evolving needs of a dynamically changing organisation.