Zeacom helps Babbage deliver professional customer communications

As Babbage steadily expanded, the existing office space became overcrowded and relocation to larger offices became a priority...

The challenge
The existing IP system's limitation made the increasing number of incoming customer calls difficult to handle quickly and professionally. Also, with a distributed and mobile workforce, tracking staff's movements to offsite locations became hard to manage. The time had come for Babbage to take the next step to unified communications.

With this in mind, Alan Courtenay, Babbage's IS Manager, took on the task of replacing their existing legacy IP system with a new ZCC/NEC IP based solution that could deliver a UC solution for its executive and knowledge workers and console operator(s).

Babbage also had future plans to sub lease office space so it was important for them to implement an easily expandable and simply managed IP/PBX solution that new sub lessees could easily leverage in future.

The solution
The ZCC solution was chosen for its rich features, flexibility and scalability offering;

• For Customers - seamless call management over multiple locations
• Easy Implementation - intuitive, user friendly operator console and desktop application
• Reduced Abandonment - call waiting announcements on console
• Understanding and Evaluation - easy presence monitoring and reporting
• Dispute Resolution - saving voice mails and call recordings for future reference
• Expansion - adding additional features such as conferencing and mobility is simple

Business benefits - Exceptional customer service
Babbage wanted to provide its calling customers with exceptional service that would reinforce the company's professional image.

The implementation of the ZCC 'console' solution has meant that all callers receive fast, efficient and personalized service every time. The operator not only knows who is calling (by viewing screen-popped information), but can provide the caller accurate up-to-the-minute information regarding the availability and activity status of the person they are trying to reach.

Seamless integration between sites means that customers always get an answer and with the visibility of all staff across networked sites the customer can get site specific information from any office.

Administrators can monitor staff voice mail boxes and follow up on customer voice mails left unanswered. Voice mail messages left by customers can also be filed for future reference to clarify misunderstandings or avoid disputes.

User friendly desktop ensures quick adoption by staff and improves overall company communications
Babbage required a flexible, intuitive and easy-to-use system to ensure good overall company adoption of their UC solution. Proper implementation ensures an overall collective polished communication experience and improves communication efficiency. At Babbage, each staff member manages their own presence profile, so with company Architects and Engineers going on regular site visits the system had to be simple to update.

This is easily done by setting up multiple presence profiles such as Site visit, XYZ school, c block. By indicating ETR, adding in 'notes' and deciding call delivery options, both internal and external communications across the enterprise are significantly improved.

Simplifying health and safety compliance
The implementation of ZCC also addressed another challenge Babbage was facing– how to ensure they meet important 'health and safety requirements'? Babbage is required to keep up to date information on staff whereabouts in case of an emergency. This previously involved manually recording visit information at the front desk. Consequently staff tended to forget, avoid or lose time in undertaking this requirement. The introduction of ZCC's activity presence has made adherence to health and safety requirements effective, benefiting from ease of use and high staff usage. Administrators can also use presence reporting to provide a metric of actual activity to help ensure compliance and/or address potential performance.

Maximizing ROI
Babbage wanted a solution that could grow and expand along with their business and ensure lifelong value. The implemented solution allows for an extendable telephony environment using the current NEC IPS2000 PBX and the capacity to add on additional Zeacom functionality as required.

In the short term Babbage is planning to sublease their building while still utilizing the same 'front of house' console solution (allowing a 'serviced office solution') and utilizing the same, but potentially expanded telephony infrastructure.

In future, Babbage plans to add conferencing and mobility to its current ZCC solution, taking their unified communications even one step further.

ROI Summary:

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