Having the new system up and running has meant that there is no longer a necessity to be at the office, staff can work from home offering advice and support, as and when required. Call waiting times to the Adviceline have reduced dramatically, especially during a time of greater demand, as the solution has the capability to deliver calls to multiple available users.
The new system comes with an app for a computer desktop and mobile phone, plus the traditional hardware in the form of a desk phone which you can plug directly into your router at home. David who uses all three options to ensure he never misses a call adds, “in the past, there was one option and that was a desktop telephone. We can now extend our services out into the community. It is going to change the way we work”.
Internal operations have also been enhanced as each staff member now has their own Direct Dial In (DDI) number, so it is much easier to get through to the right person rather than dialling into a hunt group with multiple users. Equally, this works well with external calls, so members of the community can get straight through to the member of staff they have been working with.
When asked how the VS Group helped with the implementation and transition to VoIP, David could not commend the support provided by the team enough, he said “I can’t praise Alex highly enough, and Kevin. Alex gave as much support as she could to us during that period of time, over and above. We were kept up to date and any problems were answered within the same day, sometimes within a few minutes”.