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Belgacom Unify now ensures the smooth flow of telephone traffic at UNIT4 C-Logic, increasing both the reachability and efficiency of the staff. At the same time, the transition to IP telephony forms a solid basis for the integration of telephony with other business applications.
UNIT4 C-Logic develops accounting and billing software for SMEs. The company markets its product under the name Venice. This refers not only to its location in Bruges, known as the ‘Venice of the North’, but also to the Italian city itself, where the concept of double-entry accounting was invented in the Middle Ages. For the sale of Venice, UNIT4 C-Logic relies on a network of resellers. In addition, the solution is available in a hosting model. UNIT4 C-Logic has 15 employees at the office in Bruges. Up until recently, they used a telephone switchboard that had been in service for no fewer than 23 years. “The switchboard was just slightly younger than the company itself,” remarks Tom Van Overbeke, Support Engineer at UNIT4 C-Logic. “As such, the switchboard had always functioned perfectly, but we were gradually starting to worry.” If anything would go wrong, there was a risk that a repair would be difficult, for example because the correct spare parts would no longer be available. “It was clear that a breakdown in the telephone switchboard would have a great impact on our business.”
Cloud and appliance
That’s when UNIT4 C-Logic decided to switch to a new solution. The preference was for IP telephony based on an open source model. Van Overbeke: “We didn’t want to be dependent on specific software or hardware. What’s more, the whole thing had to be easy to integrate with other applications that we use in the company. “Belgacom proposed its Unify solution, based on technology from Escaux. It is a hybrid solution that combines the flexibility of Unified Communications in the cloud with an on-premise appliance. The management environment of this IP switchboard – and its automatic backup – is in the cloud, at the Belgacom datacenter. UNIT4 C-Logic also upgraded all its hardware. Here, the choice was for 16 IP telephones from Polycom and 8 CounterPath eyeBeam softphones.
More easily reachable
The new solution has had an especially big impact on the telephone reception services for UNIT4 C-Logic. Van Overbeke: “We don’t work with direct lines. Previously, all traffic went through reception, where our receptionist would manually transfer calls to the right person. “That situation has now changed radically. All incoming calls are automatically routed by Belgacom Unify’s IVR functionality (Interactive Voice Response) to the right person, depending on their availability. This gives the receptionist 70 percent fewer calls to process. Only those calls for which the receptionist can truly offer added value now go to her.
Van Overbeke: “A major advantage is that all employees of the company have access to the new features. This allows any one of them to easily transfer calls to mobile phone, or receive voicemails as an audio file via e-mail, which has increased the employees’ reachability.” In the future, UNIT4 C-Logic wants to further integrate the capabilities of the IP switchboard with other applications. “We are considering, among other things, calls via click-to-dial and linking incoming calls to our CRM application. When a customer calls, the employee will automatically see a display of the available info about that customer. This will further increase the staff’s efficiency and the level of service provided.”
UNIT4 C-Logic focuses on the SME market with software for accounting and billing. For the past four years, the company has belonged to the Dutch UNIT4 group. It has 15 employees and turns over of 2.5 million euros.
For more information on IP-telephony, visit the Belgacom website or contact your Account Manager.
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