Telephony and Contact Centres

Centiant working with its partners NFON and Puzzel have recently delivered a telephony and contact centre service to London Borough of Hackney (LBH). The services includes the provision of a cloud based single number reach telephony system for 5500 users, Mobile telephony for 2500 users and 4 contact centres covering all customer facing engagement for LBH’s residents.

LBH had a legacy on premise telephony system that was due to go out of support. This service provided voice and traditional contact centre services. The customer’s requirement was for potential suppliers to replace the existing system with a flexible, reliable and cost effective alternative.

LBH were one of the first public sector bodies to utilise the RM1045 framework. They issued requirements out through Lot 10 (unified communications) as a General further competition open to all suppliers. LBH carried out a traditional competition-asking supplier to provide a written response to their requirements followed by a shortlisting and presentation exercise. Centiant working with its partners NFON were awarded the contract against stiff competition from traditional Tier 1 providers.

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Puzzel Platform

The Puzzel platform is true omni channel solution allowing customers to contact your organisation through voice, web chat, Social media, Email and SMS.

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  1. Fully cloud based accessed over the internet through browsers.
  2. Accessible anywhere.
  3. Scalable, ranging from small contact centre to global offerings
  4. Intuitive interface, call stacks and routes can be created by users in minutes

Features:

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Solution and Outcome

Centiant proposed a cloud based telephony system from German phone provider NFON. This is a highly redundant cloud based solution which can be accessed on multiple devices (traditional handsets, mobile and softphone). Additionally the service integrates with either on premise or cloud based Skype for business instances.

For Mobile telephony we proposed a pooled services contract from EE as they had good coverage over the Hackney area and the contract provided a pool of data, mins and texts that could be consumed as a central pot by LBH users.

The originally proposed contact centre solutions did not meet initial technical expectations during implementation. Working with the customer we introduced a new fully cloud based solution from Intellicom / Puzzel. This is a revolutionary fully cloud object based system that allows Omni channel solutions to be spun up and managed quickly.

Centiant successfully transitioned the telephony and mobile services in June 2016 with zero down time or disruption to LBH business, with the final contact centre solution followed in January 2017. The service has operated for over a year now and the feedback received from the customer has been positive.

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Telephony and Contact Centres

Centiant working with its partners NFON and Puzzel have recently delivered a telephony and contact centre service to London Borough of Hackney (LBH). The services includes the provision of a cloud based single number reach telephony system for 5500 users, Mobile telephony for 2500 users and 4 contact centres covering all customer facing engagement for LBH’s residents.

LBH had a legacy on premise telephony system that was due to go out of support. This service provided voice and traditional contact centre services. The customer’s requirement was for potential suppliers to replace the existing system with a flexible, reliable and cost effective alternative.

LBH were one of the first public sector bodies to utilise the RM1045 framework. They issued requirements out through Lot 10 (unified communications) as a General further competition open to all suppliers. LBH carried out a traditional competition-asking supplier to provide a written response to their requirements followed by a shortlisting and presentation exercise. Centiant working with its partners NFON were awarded the contract against stiff competition from traditional Tier 1 providers.

Puzzel Platform

The Puzzel platform is true omni channel solution allowing customers to contact your organisation through voice, web chat, Social media, Email and SMS.

  1. Fully cloud based accessed over the internet through browsers.
  2. Accessible anywhere.
  3. Scalable, ranging from small contact centre to global offerings
  4. Intuitive interface, call stacks and routes can be created by users in minutes
Solution and Outcome

Centiant proposed a cloud based telephony system from German phone provider NFON. This is a highly redundant cloud based solution which can be accessed on multiple devices (traditional handsets, mobile and softphone). Additionally the service integrates with either on premise or cloud based Skype for business instances.

For Mobile telephony we proposed a pooled services contract from EE as they had good coverage over the Hackney area and the contract provided a pool of data, mins and texts that could be consumed as a central pot by LBH users.

The originally proposed contact centre solutions did not meet initial technical expectations during implementation. Working with the customer we introduced a new fully cloud based solution from Intellicom / Puzzel. This is a revolutionary fully cloud object based system that allows Omni channel solutions to be spun up and managed quickly.

Centiant successfully transitioned the telephony and mobile services in June 2016 with zero down time or disruption to LBH business, with the final contact centre solution followed in January 2017. The service has operated for over a year now and the feedback received from the customer has been positive.

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Telephony, VOIP, Unified Communication and Contact Centre

Centiant offer a wide range of unified communication solutions. This includes fully cloud based, Hybrid and on premise solutions.
Our cloud offering uses technology from our partners NFON and includes PBX functionality in a flexible cloud platform.
The NFON solution is a modular platform beginning with VoiP installation with the service being enhanced through integration with Skype.
Additional enhancements are offered by integration with a cloud contact centre delivered by Puzzel.

Key Features:
 Fully cloud, no requirement for local SIP trunks;
 Single number reach, one number can be accessed from multiple devices including;
 Wide range of desk phones;
 Soft Phones;
 Mobile through FMC application;
 Skype;
 Provides complete PBX functionality;
 Flexibility, licences can be increased or decreased on a monthly basis;
 Comprehensive call management including IVR, queues, voicemail, missed calls and more;
 Completely intuitive for users who are familiar with the Skype for Business environment, on desktops and mobile devices;
 24/7 Support.

More Info