IP PBX vendor Swyx has been selected by The Consortium, the largest independent supplier of educational resources in the UK to replace their TDM based system. The new SwyxWare ‘pure’ IP telephony system was implemented by Swyx partner GP Telecoms. The new system will enable the company to capture all its customer calls, and reduce call waiting time during peak periods. The Consortium employs 240 staff in the UK and is headquartered in Trowbridge, Wiltshire.
Business Support Director at The Consortium, Joe Caddell comments on the selection decision, “The problem with our incumbent system was its rigidity. For example, the call routing function was very cumbersome – to move staff from one type of call to taking another type required them to log out of one queue and then log in to the next, resulting in missed calls. Maintenance was an on-going headache and even simple configurations required a call to our third-party support organisation which was not only very expensive, but also time consuming.”
He added, “The system did not offer the level of IVR (Interactive Voice Response) capability that we needed to deploy our new business development plans. All of these restrictions had an adverse effect on our ability to react to the seasonal peaks that occur in our business. During these periods the number of calls can triple from around 500 to over 1500 a day. We simply did not know how many potential sales calls we were missing.”