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Below you can find several examples covering different industries where
we have been involved:
Multiple Site Charity
We were asked by a customer to take over the maintenance at one of their sites in Manchester. Over time we have supplied systems to support their entire UK operations, consisting of two London sites, plus the Manchester site with conventional Inter-Tel Axxess networked telephone systems, and several small satellite sites supported by IP telephone extensions driven from the core Axxess systems.
There are over 600 users on this system which is relied upon as an essential tool to increase the efficiency of day to day operations for this large household name customer. Armstrong are proud to have been chosen as their supplier and maintainer after the most rigorous due diligence procedure.
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Debt Recovery
We have several clients who use the Inter-Tel Axxess system for debt recovery operations, and some of them use our ActiveAgent™ dialer to increase the number of calls their staff make during the course of a shift.
The system identifies answering machines, plus automatically re-schedules unanswered calls for later on in the campaign.
Once contact is made and an outcome achieved, the agents hit a single button to enter an outcome code and remove that record from the current campaign. The productivity gains our customers experience in this scenario range from 20% to 40%.
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Home Improvement Sales
Several Armstrong customers are in the Home Improvement industry, and rely on our services to provide them with a competitive edge. One customer in this industry uses our hosted solution to support a 600 agent canvassing operation.
Their agents don’t have to manage PC’s or paper lists, the prospects name appears on the phone display as the call is connected, and if the canvasser gets a bite, they simply press one button on the handset to enter an outcome code.
We manage and maintain the system for them, and our clients concentrate their efforts on sales. In this sector we partner with a list provider who provides cleansed canvass lists to our joint clients. The success of this approach is attested to by our continued growth in this sector.
We also have customers in this segment using wholly owned systems that we supply and support.
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Support Desk
Inter-Tel Axxess systems are used by many of our customers who have Technical and Sales Support Desk operations.
Some customers have an Inter-Tel system supporting their entire business office and warehouse requirements plus a small dedicated Technical or Sales Support operation, and others have large legacy telephone systems with a small Inter-Tel Call Centre bolted on to give the call center functions they require.
Inter-Tel’s flexible architecture is ideal for both scenarios, and the modular, scaleable nature of Swan Callview Call Centre management software is also perfectly suited to either scenario.
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Healthcare and Recruitment
We have customers who use our solutions to handle the large volumes of calls generated by supplying agency nursing staff.
In the recruitment industry large numbers of callbacks require efficient call handling equipment, also automated call routing to the correct staff member to handle an enquiry, based on Caller Line Identity (CLI) number recognition. Axxess systems excel in this application.
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Legal Services
Several Legal companies rely on Armstrong systems to handle their calls. The Inter-Tel Axxess system brings appreciable cost savings to legal practices that are spread across multiple offices, by routing internal calls across data links “for free”, and by allowing a single call answering team to handle all calls for all offices thus cutting staff overheads.
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Travel Industry
We have several travel industry customers who handle the large and peaky call volumes generated by Teletext pages, Magazine and TV Advertising as well as brochure response and brochure ordering operation. Armstrong software and Inter-Tel Axxess systems simplify and speed their operations no end.
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Financial and Insurance Services
Several Financial and Insurance institutions use our systems at the core of their operations. Over the years they have learned to rely on our support and maintenance for their business critical telephone calls. They find the Inter-Tel/Armstrong system very efficient at handling advertising response, particularly “bursty” response to newspaper and TV advertising.
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