Overview
Recoveries Corporation Group (Recoveries Corporation) is the largest privately owned insurance and debt recovery company in Australia.
With Recoveries Corporation’s 250 staff managing an average of 4,000 customer calls a day, the 100 per cent availability of the company’s phone systems is critical to business operations.
“Our high-volume call centre operations underpin our business. As such, we require an advanced Unified Communications (UC) system that is highly reliable, cost effective and can support our growing business and changing communications requirements,” said Mario Anders, Group Manager IT Development, Recoveries Corporation Group.
Industry
• Insurance/debt recovery
Challenges
• High cost digital telephony systems with cost-prohibitive
expansion offerings
• Limited inter-office communications
• No desktop integration of conference call facilities
• Lack of flexibility with off-site staff solutions
Solution
• NEC’s UNIVERGE® SV7000 enterprise VoIP communication
servers, with deployment of 180 softphones and full desktop
integration, providing voice, fax, email and database
capabilities to every Recoveries Corporation staff member.
Results
• Call cost savings of $2,000 a month
• Call overflow management means no call is unanswered
• Softphone deployment has reduced hardware costs
• Desktop integration allows for presence visibility and better
management of the workforce
• Remote access provides greater opportunity for flexible
employment options and growth of an off-site workforce
Hardware/Applications
• SV7000 Communications Server
• Q-Master