Niko Group

Niko Group boosts internal availability with Mitel IP telephone exchange

The Company
Niko and EREA are two subsidiaries of Niko Group. EREA has developed and manufactured transformers for over 60 years in Belgium. Niko is also a Belgian company that designs and produces solutions for electrical switching material, lighting control, home automation and access control systems. Niko commercializes its solutions from offices in Belgium, France, the Netherlands, Spain and Slovakia.

The Challenge
Both companies had struggled with the drawbacks of analogue exchanges. Flexibility and the limited and time-consuming creation of additional internal direct lines were flagged as problem spots. The companies also had a great need for additional functionalities in telephones, and not only the ones used by receptionists and colleagues, but also by contact centre staff. The objective was to create a virtual European contact centre that would also be available on the usual numbers outside normal office hours, without employees having to actually be at the office. So it was time to start looking for a solution that could meet both Niko’s and EREA’s telephony needs.

About Niko Group
Type:  Lighting and home automation
Location: Belgium
Configuration:  2 company premises managed through a central network
Website: www.nikogroup.be

Customer Needs

• Increased capacity and flexibility of the existing analogue telephone exchange
• Implementation of a European contact centre
• User-friendly telephones with more functions
• Integration of telephony within Niko Group
• Straightforward, centralised management

Solutions Components

• 2 x Mitel 3300 MXe Controller
• 3 x Mitel 5550 IP Console
• 162 x Mitel 5330 IP Phone
• 10 x Mitel 5302 IP Phone
• 10 x Mitel Navigator
• 85 x Office M (Mitel DECT) telephone
• 27 x Ascom Messenger
• Mitel Teleworker solution
• Mitel Mobile Extension
• Mitel ACD
• Mitel Intelligent Queue

Results

• Hybrid model: analogue telephones will remain in use
• More direct lines through the IP telephone exchange
• Log in from different Niko Group sites using a personal telephone number and facilities
• Integration of voicemail into Microsoft® Outlook (Unified Messaging)
• Integration of CRM system
• A virtual Europe-wide contact centre with increased availability through intelligent routing and Unified Messaging (from 2010)

Niko Group - English (PDF 455KB)
Niko Group - Dutch(PDF 463KB)