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Intellicom’s contact centre platform supports leading IT distributor’s UK business expansion

LtoR: Neil Wisdom, managing director, Intellicom and Lester Horsfall, commercial director, Memory Bank.

Intellicom’s contact centre platform supports leading IT distributor’s UK business expansion

Intellicom’s contact centre platform supports leading IT distributor’s UK business expansion Dramatically reduced telecoms costs for voice calls Feature-rich contact centre functionality with call conferencing, remote virtual extensions and powerful call reporting On premise, resilient solution with dual connections to Intellicom’s hosted core nodes Provision of UK local numbering for Manchester office Leading indigenous Irish…

Intellicom’s contact centre platform supports leading IT distributor’s UK business expansion

  • Dramatically reduced telecoms costs for voice calls
  • Feature-rich contact centre functionality with call conferencing, remote virtual extensions and powerful call reporting
  • On premise, resilient solution with dual connections to Intellicom’s hosted core nodes
  • Provision of UK local numbering for Manchester office

Leading indigenous Irish IT distributor, Memory Bank has chosen Intellicom’s Intelligent Communications Platform (ICP) to support its Irish business operations and recent expansion into the UK market.  The on-premise, IP-based contact centre solution provides feature-rich communications capability for Memory Bank’s 30 staff across its Dublin and Manchester offices. The deal is valued at €75k over three years.

Using IP as the carrier backbone and call routing via Intellicom’s contact centre server located at Memory Bank’s headquarters in Dublin, the company has been able to dramatically reduce telecoms costs compared to traditional PBX systems, while offering staff call conferencing, virtual extensions for remote workers, flexible message recording and powerful call reporting.

Commenting on the deal, Lester Horsfall, commercial director with Memory Bank said: “The occasion of an office move allowed us to upgrade from our existing key phone system, which we had outgrown.  While we hadn’t planned the UK expansion at that stage, the decision to choose Intellicom’s contact centre solution was a fortuitous one.

“Extending its functionality to our Manchester operation was seamless and we were up and running in a little over an hour, which was very impressive,” he said.

Intellicom also provided a bank of 10 local numbers to the Manchester office, which can be uplifted as the UK business grows. Intellicom’s ICP is one of the most flexible communication platforms on the market and was carefully architected to match Memory Bank’s business requirements according to Neil Wisdom, managing director with Intellicom.

“We configured virtual extensions for remote workers, allowing Memory Bank to extend its operations beyond the confines of the physical office.  For example, one of the company’s developers works from a farm in the Midlands and has her own dedicated direct dial as if she were sitting in the office in Dublin,” he said.

Mobile handsets were also provided to warehouse staff, allowing them to be contacted at all times.  As a distributor of leading brands such as HP, Emerson, Avocent and Kingston, the ability to keep logistics running smoothly is supported by robust, anytime, anywhere communications.

“We find the conference calling feature particularly convenient and it’s regularly used by staff between Dublin and Manchester or with our suppliers,” said Mr Horsfall.

“Voice mail messages are also emailed in the form of WAV files, which means we never miss a call even if we forget to divert landlines to a mobile when out of the office,” he said.

The Memory Bank team also uses the out of hours messaging function to good effect and has the flexibility to record different messages for different groups of extensions.  With different holidays across Ireland and UK, the company can easily keep customers advised of out of hours support arrangements and can divert calls to mobiles if required.

Memory Bank is planning to significantly expan

d its UK reseller program in the coming year in conjunction with Emerson Network Power and Opengear in particular.

“We’re confident that we have a communications platform that can provide the resiliency and reliability that we need and scale as we grow,” said Mr Horsfall.

Ends

About Memory Bank

Memory Bank is a successful distributor of IT infrastructure and Data Centre products, providing an extensive range of best-in-class brands from industry leading vendors.

Memory Bank specialises in adding value for vendors and resellers through innovative sales & marketing programs, flexible finance packages and excellence in technical support.

An independent Irish owned company, Memory Bank has developed from being a specialist supplier of memory and PC peripherals to supplying a much broader range of enterprise focused IT products including; networking & communications, servers, storage and UPS devices. Since being founded in 1995, the business has grown steadily and now supplies over 200 value-added resellers and independent retailers throughout Ireland and now has extended its reach into the UK following the opening of its new facility in Manchester. Memory Bank works with industry leading blue chip vendors in each category of

products they supply, including;

 

Aruba / HPE, Emerson Network Power (Avocent, Liebert & Knurr), 3M, FalconStor, APC, Kingston Technology, Eaton, iStorage, Opengear, Austin Hughes and Viewsonic.

www.memorybank.ie

www.mbtechnology.co.uk

About Intellicom
Intellicom is a specialist software development company and telecommunications service provider focusing on open standards-based IP telephony, advanced contact centre and unified communications solutions.  It offers a full infrastructural and service solution including all associated voice and data network connectivity, third party systems integration, custom solutions development and on-site support.  Its complementary services include highly competitive call rates, call routing and termination services and new number range allocations.

For more information, see www.intellicom.ie

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