Welbeing is one of the leading telecare companies in the UK. They offer high quality, fully integrated managed services and work closely with their customers to develop innovative, cost-effective solutions. With over 30 years of experience in telecare, their relationships are built on value, trust and understanding. They now employ over 170 people and have two 24-hour monitoring facilities in their two TSA-accredited contact centres.
Case Study: Welbeing
The Client:
The Challenge:
Welbeing was experiencing business expansion and they had several main drivers for upgrading their telephony system. They required a new IP telephony platform for their contact centre, and they were also moving office location. They couldn’t physically move their existing PBX when they relocated, so a virtualised solution was needed.
They had also recently acquired another contact centre in East Anglia. This site required a new telephony platform and it made sense to join the satellite office with the main system to allow for future expansion. In the event of a disaster, the East Anglia contact centre would be able to handle calls for the Eastbourne office, and vice versa.
The Project:
After thorough research, M-Tech Systems suggested Avaya’s IP Office™ Server Edition as the most appropriate solution for Welbeing as it met all of their current and future requirements. Since they couldn’t move their legacy PBX when they relocated, a virtualised solution meant that they could roll out new handsets in the contact centre whenever needed. It also enabled them to have a comprehensive disaster recovery strategy with virtual controllers for added flexibility.
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