After installing the Mitel SX-2000 Light PBX from NetCom CRM, provider of computer telephony integration (CTI) infrastructure and technologies, independent healthcare management consultancy TELG not only boasts enhanced communication between its employees, but has also substantially improved its service to its clients.
"We needed a telephone system that would enable effective communication across our enterprise," says Stephen Mendelsohn, administration manager at TELG, which specialises in providing medical aid and associated medical aid products. "Our requirement included direct line access and a voice mail facility, features which our previous system was unable to provide.
"NetCom CRM installed a system with these capabilities and more. We now not only have a staff Public Announcement system through the telephone, but also a conferencing facility which has proved extremely useful."
Mendelsohn is particularly impressed by the SX-2000`s level of sophistication and scalability.
"The Mitel SX-2000 LIGHT`s unique fiber-distributed architecture separates its 4224-port control node from peripheral, application, and network access nodes - linking them by easily installed, low-cost, high-speed fibre optic cable," explains Gary Shepherd, chief operations officer at NetCom CRM. "This inherently flexible architecture makes integrating new users, workgroups, facilities, and services a simple matter of adding the appropriate nodes and software."
TELG has installed 100 extensions, but Shepherd says the Mitel SX-2000 LIGHT can be configured and expanded in a rational, modular way to meet the growing communications needs and physical layout of the company, as and when required.
TELG also operates a small service desk for its clients, which Mendelsohn says is now running more smoothly. "Previously, callers often had to endure a long and frustrating wait before a line became available," he explains. "With the new SX-2000, they are now automatically routed to another, open line if the one they have dialled is busy. This has vastly improved the service we provide to our clients."
The benefits of the SX-2000 do not end there, however. Mendelsohn says the system`s mobile phone feature has improved communication between employees and substantially enhanced productivity within the organisation. "It no longer matters if the person you are trying to get hold of is not in their office, as your call is automatically routed to the small mobile phone they carry with them in their pocket.
"The Mitel SX-2000 LIGHT PBX telephone system delivers feature-rich communications to all TELG users. Additionally, it provides the scalability, networking support, and centralised management that a dynamic enterprise such as TELG demands," concludes Shepherd.
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Netcom CRM supplies customer relationship management infrastructure and enabling technologies. Key components of its offering is the Mitel PABX, ACD and VOIP (Voice Over Internet Protocol) products as well as CTI and Multimedia Solutions, which enable contact centre environments.
Netcom CRM operates in a market formerly dominated by major corporates such as Siemens, Lucent, Nortel and Alcatel. As a direct result of longstanding relationships between directors of Mitel and NetCom, Mitel is fast becoming as well known in South Africa as elsewhere in the world as NetCom CRM distinguishes itself as a leading provider of this world-class technology. The Company is focused on growing its market share worldwide by entering into close partnerships with its distributors. Not only is Netcom a distributor of Mitel in Southern Africa, it is also a certified Mitel solutions provider. Consequently Netcom is engaged in a broader field of activity in enterprise hosting and application service provision.
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