FPS Hosted Telephony Project

FPS wanted to move away from traditional, single-site telephony or PBX telephone systems to a private Hosted Voice Platform. Systems used in the past did not demonstrate IP telephony well and there was some nervousness surrounding hosted voice services or VoIP. For FPS, reliability and efficiency were and remain key, both when it comes to their projects and their communications systems. Robust and reliable Disaster Recovery plans for any onsite or network failure were also critical. FPS needed a provider who could deliver a full or limited feature set to over 400 fixed extensions across 23 locations within the UK. With this there needed to be the capability to contact any internal user via a single four digit dial plan.

Project objectives

  • Provide a fully hosted platform
  • Provide a system that can operate with one extension range across the business, to over 400 end users (including multiple contact centre users across 21 sites)
  • Provide a cost-effective solution
  • Provide a licensing model that gives different team members access to different features
  • Provide the ability to connect existing Mitel IP Handsets to reduce capital expenditure
  • Provide an online call logging application to assist in trend analysis and KPIs
  • Ensure that the web interface is easy to use and user friendly for the in-house IT team
  • Enable hot-desking within the organisation
  • Deliver a resilient and stable platform
  • Offer Program disaster recovery at the core
  • Incorporate DR Mobiles into the solution
  • Configure FPS-specific call-handling functions within the business

Quick response and self service

One centralised management portal that would allow the internal IT Team to manage the platform directly was also required. For FPS it was crucial that there was access to industry leading customer support and technicians throughout and after the installation.

We needed to update our legacy system cost effectively, with minimal disruption to the business, as the telephony channel handles 30% of the company’s inbound sales volume.

The solution needed to be standardised with a suitable DR provision to ensure we are always available to our customers.

Matt Taylor
FPS Project Manager

Our solution

In a word, HUC (Hosted Unified Communications). HUC takes the class leading features, functionality and resilience of the Mitel platform and combines it with our Tier 1 network partner to deliver a truly complete hosted telephony experience.

HUC delivers a license model per extension that allows you to determine what features your colleagues have access to; this also keeps costs in check.

HUC allows customers to combine sites into one platform and release clever call features to individual users, and removes any maintenance to the end user; the platform, call routing, features, functions and handsets are all covered by us, it’s that simple.

Key benefits

  • Much improved DR capabilities for FPS Distribution
  • Mobile twinning allows team members to receive calls wherever they are
  • Call groups and flows can be amended and added to live on the system, to take effect immediately
  • One centralised Web Based Portal for FPS employees to administer their own system
  • Customisable billing for a full understanding of costs
  • Enhanced reporting tool to provide call data down to an individual level
  • Support and technical assistance always available
  • No onsite telephone system lines
  • Free of charge calling between handsets, wherever they are
  • Hot Desking allows key users to log into any phone throughout the network and make it their own
  • A stable platform to implement features to enhance the phone system i.e. future proofing the solution

To read the full FPS case study, click here: duocall.co.uk/case-studies/fps

And if you’d like to find out more about our hosted telephony offering, follow this link: duocall.co.uk/myhosted

Contact 'DuoCall'

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