Call centre's move to IP for voice and data calls cuts upgrade costs
By Tony Hallett
Published: 2 September 2003 14:36 GMT
A publisher of film magazines has claimed to have saved around £90,000 by upgrading its call centre phone system using IP technology.
Bath-based Concept Publishing has moved around 90 end users to an IP-PBX system provided by Germany's Swyx Solutions.
The SwyxWare software runs on Microsoft Windows 2000 Server operating system and also links the facility to sister sites in Bristol and Telford.
Concept Publishing IT manager Pete Siviter said the software should help the business grow. He also predicted it will raise staff morale, allowing digital recording of difficult calls and features such as voicemail diversion.
The Swyx IP telephony product also makes hot-desking easier and allows integration with Microsoft Outlook, which Concept is using to link to a central database of contacts.
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