Read Our 3CX Case Study for Business Advantage Group in Kent..
September 2021
This is a Case Study detailing a Global 3CX Phone system project we completed for our customer in Orpington, Kent. They have significant numbers of users throughout the world.
INTRODUCTION
The Business Advantage Group provides B2B Market Research, Data Services and Marketing Consulting Services to the Tech space.
Their main office is in Petts Wood, Kent with staff located internationally making calls as well as a back-office team.
THE CHALLENGE
The company had previously used an AVAYA IP Office system installed by First Office Systems and arranged by Nick Brandon when he worked there.
However, they had decided to move to a VoIP based system with another supplier. Unfortunately, despite being promised a certain feature-set, the solution was never delivered as promised although Business Advantage ‘suffered’ it for a period of time.
Chris Turner and Nick Brandon re-engaged to discuss what could be done to provide all the features required.
The company had a very specific list of requirements which could not easily be delivered by an off-the-shelf solution. This list included, but was not limited to the following:
- Cloud based solution
- Users to use soft phones only for making calls
- System to cope with significant (and varying) user numbers but cost not to be based on number of users
- Reporting required on all archived and existing user activity (users come and go frequently as projects vary but reporting must be inclusive)
- Reporting also by project/customer number
- Call recording as above with access for users to listen to calls
- Users to be based in any location in the world
- Soft phones must be easy to deploy
- Call costs to be fully inclusive with a call bundle
- Calls to France, Germany and the US to send out a French, German and US number respectively so that the call looks like it has originated locally
- Listen in/barge in facilities
- Instant Messaging through soft phone
- Automated Attendant by country for inbound call handling
- Click to call functionality from soft phone
- Visibility of user status
- Conferencing calling
- Full support included
- Single monthly bill
Whilst most systems will cope with most of these requirements, coming up with a solution that delivers them all together was a real challenge, even for a supplier with so much experience.
THE SOLUTION
tecwork came up with a bespoke solution powered by the leading 3CX software solution.
This solution was made up of a Cloud-based phone system hosted in the Amazon Web Services Cloud connected to a variety of different SIP trunks from leading SIP Vendors such as Gamma and Voiceflex.
The required routing of calls and reporting, whilst unusual, was completed by system set up and configuration to satisfy the customer requirements.
Adding users is relatively easily and can be done remotely and almost instantly.
This was all done seamlessly.
THE RESULT
The customer ended up with a versatile and agile phone system that satisfied all their requirements and enables them to add users almost ‘on the fly’ and report on them regardless of the longevity of the user working for them or the customer project being worked upon. Anyone in the world can be quickly and easily added to the system so they can start work making calls.
The system is reliable, and support is all provided via tecwork’s helpdesk.
tecwork are providing a solution that actually satisfied everything the customer wanted with much better support and fixed monthly costs.
Director Chris Turner commented:
“Nick and the tecwork team have a flexible approach in order to meet our needs, trying new and innovative solutions and are providing an excellent level of customer service. We have had Nick as a supplier of Telecoms solutions to our company for 15 years and have always found the service and support to be excellent. I wholeheartedly endorse and recommend them and if we have future needs I would not hesitate in using Nick again.”
