A L C A T E L 2 >
COVEREST PLACES ITS CUSTOMER WELCOME IN SAFE HANDS
Bold strategy requires fast action
Coverest* is a successful insurance company with 10 employees. After careful consideration,
its manager, Robert Stevens*, realised that future success was reliant on three changes:
• Moving to new premises in a smarter, more prestigious district.
• Expanding its traditional customer base while handling this growing number of customers with
the same number of sta!.
• Improving its customer welcome, following customer complaints about being put on hold for
too long or wrongly redirected under the former system.
Fast, !exible solution
Coverest needed a telephony solution that could greet customers with an attractive welcome message.
The system had to be able to handle a massive rise in customer volume, ensuring that callers reached
the right contact while making more productive use of employees’ time and knowledge
when on the phone.
Packaged o"ering, express delivery, top features
Coverest opted for the Alcatel OmniPCX O!ce Compact Edition.
, which "t all its requirements
in one, simple package complete with eight Re#exes sets.
Its professional greeting welcomes callers with music or a message on hold while freeing up o$ce
sta! as ad-hoc receptionists. Thanks to the automated attendant, customers are routed to the right
person, thus optimizing sta! e$ciency.
Smart PIMphony CTI software has improved customer relationships by beaming all relevant information
on a given caller to sta! via screen pop-ups at the moment they receive the call.
If no sta! are available to answer a call, customers have the option of either leaving a message or
reaching their contact on his or her mobile.
And with its compact, discreet design, the system sits quietly on the wall, saving precious o$ce space.
“We were aware of the importance our customer welcome and call-handling
would have on our company image, but could not a!ord to waste precious time
on installation and learning new features.”
“We had to