SITUATION: This growing logistics company in Chicago was assessing their existing phone system and network when Keystone IT was approached for consultation. Because their business is phone-based, it was critical to their growth and future success that the new phone system was reliable, robust and easily scalable.

SOLUTION: Keystone IT consulted with management and performed an assessment of their entire system and network. It was determined that they would benefit from a better phone system that offered many of the communication enhancing features trixbox pro CCE has to offer such as the HUD System (heads-up-display). To support their new phone system, it was also determined that their network switches needed to be upgraded. The final recommended solution included:

• trixbox Pro CCE (Call Center Edition) phone system using their 2 PRI lines
• a new, more powerful rack mounted server
• an on-site rack mounted backup server
• a rack mounted battery backup
• Power-Over-Ethernet (POE) switches for the phones
• a new firewall

In addition we provided a VoIP trunk as a fail-over connection for the phones. Wireless headsets were recommended for the agents to improve the ergonomics of their workstations. The entire installation was done in one weekend to avoid any downtime during business hours.

RESULTS: Circle 8 was up and running on Friday morning after a Thursday evening implementation. They quickly learned how to use the HUD capabilities to more efficiently manage calls using easy drag & drop transferring, call “parking” with notes, and live extension viewing that enables the group to deliver the best customer experience possible.

A few agents were initially given the recommended wireless headsets to try and very quickly they ordered for headsets all of the agents. In addition to ergonomic benefits of the headsets, agents were free to move about the office to multi-task real time for their clients including scanning and faxing of required paperwork.

Overall Circle 8 has found the new phone system has exceeded their expectations and has offered enhanced communication productivity using a cost-effective, open source solution. Keystone IT continues to support their system and network.