SME can attend to customers anytime, anywhere with Avaya IP Office

Guildford, UK —  Avaya, a global leader in enterprise communications systems, software and services, today announced that Calteq, a communications solutions provider in the UK, is using Avaya IP Office to improve employee mobility and productivity enabling them to provide customer support 24/7.  Calteq’s customers are some of the top telecommunications network and equipment providers in the UK and the company needed a flexible communications system that allowed employees to respond to customers anytime and from anywhere.

Providing around-the-clock service to customers can be a challenge for companies, particularly those with less than 20 employees such as Calteq.  However the new Unified Communications capabilities of Avaya IP Office – the company’s flagship communications solution for small and medium enterprises (SME)—help companies such as Calteq to cost-effectively implement the advanced communications and customers service functions of larger systems.

Over 70% of Calteq’s employees are mobile, working at customer sites or remotely.  Therefore, it is critical these employees have the ability to make or receive calls just as if they were in the office, or customer service will be adversely impacted.  iQual Limited, an Avaya Authorized Partner, installed an Avaya IP Office 500v2 system and IP Office R6.0 software to enable both office and mobile workers to operate more efficiently.   Calls are now passed seamlessly between employee locations, and intelligent call routing ensures that calls get to the right person.

“We have improved service while gaining some significant savings, said Nigel Willets, Operations Manager, Calteq.  “The IP Office system lets us manage the entire phone system internally, which reduces our costs by over 65% a year. In addition, our remote sales staff can communicate from almost any location via the IP Office using softphones on their laptops. The one-X Mobile client also lets them receive calls on their mobile phones or softphone and transfer them seamlessly around the organisation without asking the customer to re-dial the office.”

Calteq’s highly mobile staff benefit from the IP Office Power User package which takes productivity to another level.  Employees can control all their office communications by simply using an IP phone, mobile phone or laptop with one-number access which enables all calls to ring simultaneously on any phone (mobile, remote office, home), eliminating missed calls when out of the office or away from their desk.  Since employees are now available anytime, anywhere, responsiveness has increased, and customer satisfaction has improved.    

About Avaya
Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com.