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Oct 17 |
Deloitte Fast 50 Awards
Posted by Tech Desk 1 on 17 October 2011 09:35 AM
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Voice2Voice Ltd Win the Midlands category and finish 9th Overall in the UK for fastest growing Company.
http://www.deloitte.co.uk/fast50/winners/case-studies-2011/voice-2-voice-ltd/
Case Sudy Below-
Good communication is a fundamental of business in 2011, which may explain why Staffordshire-based telecoms reseller Voice 2 Voice Ltd is thriving. The company works with businesses to design and implement complete telecoms solutions including everything from the PSTN connectivity, structured cabling, handsets and management software. Voice 2 Voice concentrates on designing voice solutions for multiple site organisations, and works with public and private sector clients to create bespoke solutions that will support their business. The company employs both office and field based staff who work all over the UK, explains Warren Stroud, managing director and founder of Voice 2 Voice. "The technology we deliver and support requires an initial visit to a customer's premises, after which the customer has full access to our support staff through our online support suite making Voice 2 Voice an extension of that customers business." he says. "We have customers right across the UK and even support customers who have sites as far as Manila, in the Philippines." During 2011, Voice 2 Voice won an industry award recognising it as 'Best Reseller' after delivering a new call centre application for a multi-site customer, which was a real highlight, and helps Voice 2 Voice differentiate itself in a competitive industry. "Our business started with no customers and we worked very hard to look after our early clients. We still have that philosophy, even now when we service more than 40,000 seats" says Stroud. The business has been completely funded by the savings of the company founders, and Stroud expects turnover to double in 2012, and double again in 2013, through organic growth. Much of this new business comes from a shift in the way businesses are buying telecoms services, Stroud adds. "We're seeing a shift towards operational expense rather than capital expense. People want licensing models and services similar to cloud applications, and phone systems are moving away from being a big box in the corner." What this means for companies like Voice 2 Voice is that while margins on hardware solutions are falling, demand for managed and hosted services is increasing, and companies able to meet this demand are experiencing significant growth as a result. "If you can combine that with good customer retention, then you can experience continued growth even in a tough climate" says Stroud. Read more » | |
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Jan 10 |
TC Harrison Case Study
Posted by Tech Desk 1 on 10 January 2011 08:09 PM
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Link to Comms Business news Case Study for TC Harrision Communcations, Splicecom,Voice2Voice Ltd system and Vision Call Centre Solution- http://www.commsbusiness.co.uk/News_Article_JS1.cfm?NewsID=12623 Read more » | |
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Dec 13 |
V2V Ltd Best Call Centre Solution
Posted by Tech Desk 1 on 13 December 2010 04:47 PM
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Best Call Centre Solution 2010 15 November 2010 TC Harrison Group Sector: Automotive Key Features: Inbound, Multi-Site Call Centre SpliceCom’s maximiser and Vision Call Centre provides TC Harrison with a single business wide telephone system that currently spans four sites and will eventually grow to 400 extensions across eight sites. This main Ford and JCB dealer, based in the Midlands and East of England, with over 10 years of experience of running in-house call centres, chose a SpliceCom solution from Voice 2 Voice Limited over those from three North American based rivals due to maximiser's superior system architecture. TC Harrison is one of the UK’s largest privately owned motor groups, with over 500 employees and a turnover of £200 million from sales of over 9,000 new and used cars each year. With 6 Main Ford dealerships spread across the Midlands and East of England TC Harrison faced two challenges. How could they link together the showrooms and Accident Repair Centres across two Customer Marketing Areas to operate as one business? And of even greater importance, how could they improve the level of service and satisfaction delivered to their customers – and prove it? Call Centre Pioneers For many years the TC Harrison showroom that stands in the shadow of Derby County FC’s modern stadium at Pride Park had been using a traditional call centre solution. The installation of a call centre into a motor dealership in the late nineties was quite revolutionary at the time. Twelve years on and TC Harrison wanted to take a lead on their rivals once again, by taking advantage of the business benefits provided by the latest state of the art technology. Working closely with Neil Bailey, Group IT Manager, an experienced consultant was engaged to scope the project and scour the current market for suitable manufacturers. From a short list of four vendors it was decided to go ahead with a maximiser solution from Midlands based SpliceCom Reseller, Voice 2 Voice Limited, after it had won out against the offerings from three North American contenders. The prevailing factors were maximiser’s system architecture, which allow it to always operate as ONE system, even when distributed across a multi-site environment and Vision Call Centre’s ability to do the same when distributing Agents and Supervisors across dealerships. Finally, the ease with which the networked maximiser system can be administered and managed centrally by TC Harrison’s Bakewell based IT department was also seen as key. Initial Rollout The initial order included three of the Ford sites at Burton upon Trent, Chequers Road, Derby, and Pride Park, Derby. The first install took place at Chequers Road, home of the Parts Division for TC Harrison’s Ford and JCB operations, and which also houses the parts call centre hub for the Midlands region. Burton followed with Pride Park being the final phase of the initial installations. All three sites were now networked and running transparently as ONE maximiser system. Creating a single unified networked telephone system was one challenge but delivering a solution that would improve the service that TC Harrison delivered to their customers’ was the next target. This was achieved by installing Vision Call Centre, SpliceCom’s latest addition to their web-based application suite. Vision Call Centre has been designed and written by the same team that developed the maximiser IP PBX itself, therefore it is more than an integrated solution – it forms ONE application with the telephone system. This makes it easy to install, configure and maintain, whilst being reliable and consistent in its operation and information that it generates. The group-wide Sales and Service call centre, based at Pride Park was initially operating directly from a system hunt group. However, TC Harrison worked with SpliceCom Community Advanced Partner Voice 2 Voice Limited who designed and delivered a Vision Call Centre solution in 6 weeks from start-to-finish. This included project meetings, programming and physical installation. Enjoying The Benefits Completion codes have enhanced agent productivity and helped call centre supervisors to take control of their agents. Monitoring agents calls for training purposes and the provision of easy to archive and retrieve call recording has moved TC Harrison’s call centre forward considerably. Through wallboards and desktop dashboards, Vision Live delivers real-time statistics for supervisors, agents and even senior management to ensure business critical SLAs are met. Also given that the Call Centre is operating across multiple sites it was important to be able to measure line utilisation to effectively manage rental spend. Visibility of busy status of agents and staff at all sites to assist in transferring calls, the PC based PCS 60 personal productivity application and voicemail, all make employees easier to reach and therefore more productive. Finally, with a keen eye for detail, Voice 2 Voice Limited have imported the 75-year-old TC Harrison logo into maximiser so it’s shown on the brand new colour LCD displays of the PCS 560 IP Phones when they’re not being used. The Future Phase two of the TC Harrison project will involve the replacement of telephone systems in the Southern region dealerships; Peterborough, Huntingdon, Stamford and St. Neots. maximiser will replace two Ericsson and two Samsung systems that are all over 10 years old. The final maximiser solution will span 8 sites and support a total of 400 extensions. TC Harrison also plans to integrate their CRM package with maximiser, allowing customer records to be screen “popped” automatically when they call. Read more » | |
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Dec 13 |
Splicecom Forum 2010
Posted by Tech Desk 1 on 13 December 2010 04:45 PM
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Voice 2 Voice Ltd attended the Splicecom annual Forum last week at the Belfry, and walked away with 2 Awards. Best Call Centre Solution 2010 and Top Reseller of the Year 2010 Read more » | |
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Feb 11 |
Avaya/Nortel Roadmap
Posted by Tech Desk 1 on 11 February 2010 05:08 PM
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Comms Dealer today reveals that The Buyout of Nortel from Avaya have finally released the press of what people were thinking......The end of life for Nortel Equipment. Comms Dealer asked Avaya's MD for England and Ireland, Lee Shorten and he commented- "there was anxiety in the reseller community because many of our customers would have staked their future on one or other of the brands. Giving them a roadmap and a migration stratergy has helped that. Nortel thought they would be fast tracked into an old, traditional Avaya program, but this is a structured and level playing field for all of our partners. In the SMB arena, Avaya IP Office, BCM, Norstar, Partner and integral 5 still remain for sale but with a plan to converge in 18 months to a company flagship hybrid IP offering, IP Office. At the Enterprise level the Avaya Aura product will become the flagship. Quote from John Chapman- At the SME Level, Avaya is again using the vision of a SIP- based future. Read more » | |