Exchange Chambers

The hunt-group was distributed across all 3 sites, to handle client calls quicker and more efficiently.

Exchange Chambers Case Study

Everything Voice was approached by Exchange Chambers to address performance issues with their independent, company-wide telephone systems.

Their 200 system users are distributed in three Chambers offices across the North of England and represent thousands of clients throughout the country in legal affairs.

A quick word from Neil

“Exchange Chambers suffered with a piecemeal Communications platform, there was no visibility or control and each of their 3 offices were completely independent from each other which caused problems with internal and external communication. I remember spending many months planning with Exchange Chambers and really understanding what could be achieved for them. Now they have a single Unified Communications and VOIP platform in the Cloud and are really fulfilling their potential and serving their customers.”

Neil Hutchinson – Business Development Director

Exchange Chambers’ Challenges

Exchange Chambers’ office locations had grown apart, becoming independent from one another over many years, while their strategy portrayed a single, unified image. Exchange Chambers recognised this and wished to reimagine their infrastructure to use all available resources, ultimately to serve clients better on the telephone, requiring:

One centrally controlled and managed telephone system, distributed across all three locations instead of maintaining three separate systems.
A new strategic partner, with a wide range of experience in server, network infrastructure, IP Telephony and Unified Communication provisioning, to work with them long term to continually improve and develop the system in line with their business objectives.
Rich telepresence and instant messaging capabilities, utilising bandwidth on the corporate network for telephone calls within and between locations.
A single, virtual reception group for all incoming client calls to be handled and distributed to the correct contact, every time.

The Solution

Exchange Chambers evaluated different suppliers and Everything Voice was asked to supply and install Unify’s OpenScape Office (formerly Siemens Enterprise Communications) as a Proof of Concept. This PoC was a success and Everything Voice was selected as their optimal provider.

The solution included implementing Unify’s OpenScape Office telephony platform across all three sites, controlled and managed centrally on resilient HP servers, through VMware software, as well as the creation of a larger, Virtual Reception Group. This hunt-group was distributed across all 3 sites, to handle client calls quicker and more efficiently.

Key Benefits

Answer calls faster and more efficiently throughout the whole business

Reliable support dealing quickly with any issues, ensuring business confidence in the service

Far easier communication between colleagues and clients

A single IP connection for Voice and Data services

More time to focus on day to day operations

Flexible platform with sufficient scalability to meet future needs

Financial planning is made easier with a transparent 3-year contract

Reduced costs by eliminating site-to-site call charges

Customer Testimonial

“After many months of demonstrations and supplier interviews, we finally decided on Everything Voice. This was based on the success of their Proof of Concept, the good relationship we had developed throughout the process and their understanding of our requirements. ”

“The solution, based on Unify’s OpenScape Office, has given us the foundation to improve telephone call handling and overall responsiveness. The Unified Communications client called My Portal is a welcome addition and provides our staff with a range of excellent features. Even now, we work with Everything Voice regularly to continually improve the service we deliver. They have proved to be an invaluable and proactive addition to our team.”

Roy Finney, Practice Manager, Exchange Chambers