Exchange Chambers Case Study

Everything Voice was approached by Exchange Chambers to address performance issues with their independent, company-wide telephone systems. Their 200 system users are distributed in three Chambers offices across the North of England and represent thousands of clients throughout the country.

The Challenge

Exchange Chambers office locations had grown to be independent of each other over many years and their strategy was to portray a single unified image and use all available resources to serve clients better on the telephone. Exchange Chambers wanted:

  • A single telephone system, controlled and managed centrally and being distributed across all 3 locations rather than maintaining 3 separate systems.
  • A strategic partner to work with them long term to continually improve and develop the system in line with their business objectives.
  • A partner with a wide range of experience to provide their server, network infrastructure, IP Telephony and Unified Communications.
  • Rich Presence and Instant messaging Capabilities.
  • To have a single, larger, virtual reception group in which all incoming client calls are handled and distributed to the right person every time.
  • Utilise bandwidth on the corporate network for telephone calls within and between Chambers locations.

The Solution

Exchange Chambers evaluated different suppliers and Everything Voice was asked to supply and install Unify’s OpenScape Office (formerly Siemens Enterprise Communications) as a Proof of Concept. This was a success and Everything Voice was selected as the best provider. The solution proposed includes:included:

  • A single Unify OpenScape Office telephone system across all 3 office locations, controlled and managed centrally on resilient HP servers, running VMware.
  • The creation of a larger, Virtual Reception group distributed across all 3 sites, to handle client calls quicker and more efficiently.
  • Rich presence and Instant Messaging for all users.
  • Unify’s My Portal Unified Communications clients

Key Benefits: 

Business

  • Presenting a consistent and unified image to clients on the telephone.
  • Answer calls faster and more efficiently throughout the whole business.
  • Deliver a better service.
  • Reliable support dealing quickly with any issues, ensuring business confidence in the service.

Operational 

  • Make users far easier to contact by colleagues and clients alike.
  • Share workload evenly amongst reception staff across all sites.
  • A single IP connection for Voice and Data services.
  • Everything Voice manages the solution so the clients IT team can focus on day to day operations.
  • Flexible platform with sufficient scalability to meet future needs.

Financial

  • Everything Voice manages the solution so the clients IT team can focus on day to day operations.
  • Flexible platform with sufficient scalability to meet future needs.
  • Financial planning is made easier with a transparent 3 year contract.
  • Eliminate inter-site call costs.

Client Testimonial

“After many months of demonstrations and supplier interviews we finally decided on Everything Voice. This was based on the success of their Proof of Concept, the good relationship we had developed throughout the process and their understanding of our requirements.”

“The solution, based on Unify’s Openscape Office, has given us the foundation to improve telephone call handling and overall responsiveness. The Unified Communications client called My Portal is a welcome addition and provides our staff with a range of excellent features. Even now, we work with Everything Voice regularly to continually improve the service we deliver. They have proved to be an invaluable and proactive addition to our team”

Roy Finney, Practice Manager, Exchange Chambers


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