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Niko Group 

Expensive maintenance by a system integrator, as well as dependency on the system integrator for system adjustments, were the main factors behind the decision to switch to another solution. The companies also had a great need for additional functionalities in telephones. 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 be at the office.

The user-friendliness of Mitel’s management software was a key deciding factor for Niko. According to Jan Van Moere, Network and Security engineer at Niko Group, “We can now manage our own exchange with great ease. The use of Mitel’s IP and IP DECT phones is highly intuitive, and they have a no-frills look. Anyone can pick one up and start using it.”

    Goals
    • Create a virtual European contact centre to enable availability on the same number outside office hours
    • Replace existing analogue exchanges 
    Results
    • Hybrid model: analogue telephones 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 

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