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The challenge

RIBA was a ShoreTel customer and was of the view that the system they were using was inadequate for their needs. They were considering moving to a completely new vendor, with all the upheaval and expense that would entail.

NTS Communications were first asked to provide support for a single site. However, as experts in ShoreTel and Mitel systems, we realised the customer did not truly understand the capability of the system they had procured. We could see that the solution was not being maximised and value from the investment was being diluted.

Our Solution

We soon realised that there was a great deal of potential in helping RIBA to understand what was possible, a number of workshops with key stakeholders helped us identify some quick wins while not taking focus off the wider opportunity. NTS worked with RIBA to provide the solution across the entire business.

All users were migrated to a single solution regardless of their location or office of work. SIP was delivered to drive down cost and provide flexibility and conferencing and collaboration tools were embraced making intercompany communication and external communication more effective.

The benefits for the client:

• The solution offers unparallel levels of resiliency and business continuity
• No single points of failure
• They can now communicate more effectively between offices
• They have remained with the vendor, saving them substantial capital expense
• They have created a single telephony solution, making it easier for members to get in touch and get the information they need
• They have confidence that they have the right solution to support their business growth

If you want to talk about how we can help you improve operations and save operating costs, please contact us

NTS Case Studies

What our clients say

Utopia

“We recently embarked on a process to replace our ageing Avaya Index PBX and Mitel Contact centre systems.”

“Although the systems were old they had served us well but we were behind the curve when it came to understanding what new technology could do for Utopia Group.
We engaged with several organisations to help us in this process and when we met with NTS Communications we really felt they took the time to discuss with us the technology but more importantly how this might improve our business. Their process was very thorough and after due consideration we selected NTS Communications as our partner of choice with their recommendation of Shoretel IP Unified Communications and SIP trunks to replace the ISDN 30. The Shoretel system was not only great with our back office and mobile workforce but also was an excellent Contact Centre product with their ECC solution delivering voice, e mail and web chat facilities into our customer services team. The implementation was handled professionally and NTS Communications ironed out quickly any issues along the way as well as helping out with some challenges on our network.
Overall I wouldn’t hesitate in recommending NTS Communications.”

Carl Darby,
I.T Manager

TTC Group

“At TTC we were very apprehensive about the big change over in our telephone system. However the level of service provided by NTS Communications has been very impressive and reassuring. Prior to the implementation I was worried about the implications that would arise during the changeover, however apart from the minor ‘niggles’ everything went a lot smoother than first anticipated due to the amount of time and support we received during this process. We understand that there are still many benefits to be discovered with our new ShoreTel system but know that those at Network Telecom Solutions will be on hand to answer any queries we may have”.

Pauline Hall,
Resources Director

Luceco

“We worked with NTS Communications to implement a Shoretel telephone system. NTS Communications took the time to fully understand our business and our needs before recommending a system to us. They then acted as project manager for the implementation which went very smoothly. Keeping us fully informed of the project progress and were only too happy to help at any time of day when we had questions or issues. NTS Communications is focused on delivering a first class customer service”.

Richard Gardner,
IT Manager

Principal Insurance

“At Principal Insurance we needed a communications partner who understood the customer contact environment and could provide us with the right technology and advice to enable us to best serve our customers. NTS Communications have experienced and knowledgeable consultants to advise us and a support operation that is quick to react and technically capable to ensure our systems are always available to deal with our customer call volumes. I would recommend NTS Communications to any organisations who rely on their contact centre operation’s to support their business activities”.

Dave Bowcock,
Managing Director

R+Q

“NTS Communications were selected by Randall & Quilter to support their 400 user global voice and data environment which includes 4 sites in the UK and 3 sites in the US and Bermuda. We needed a partner who offered 24/7/365 global Support and who was quick to react to issues and enquiries and was not saddled with the ‘red tape’ associated with many service organisations these days. We find their support centre professional and effective with an excellent team of technical staff who are on hand to solve any issues we may have and to offer implementation services as required. Added to this was their recommendation around the consolidation and supply of our ISDN lines and call traffic which saved us a considerable amount of money. NTS Communications has been a pleasure to deal with and I would not hesitate in recommending their services to other organisations”.

John Shaw,
Randall & Quilter Insurance Services Group IT

Instem

“The use of Basecamp was proposed by NTS as we started our roll out of the Shoretel system to 150+ users across seven sites and four continents.

Although few of my team had first hand experience with Basecamp we found it intuitive to use and quickly came to rely upon it.”

Steve Gooderham,
Instem – Information Solutions for Life

Capital Safety

“NTS Communications have been a tremendous help in sorting out our call centre re-implementation. They provided an excellent insight into best practice and helped drive the project to conclusion. NTS Communications and their technical team put in a fantastic effort and have a real ‘whatever it takes’ attitude to their work”.

Chris Roberts,
Technology Support Manager EMEA