O2’s unified communications is breath of fresh air for Oxigen
Integrated telecommunicationsmaximises sales, service and management information acrossmulti sites
Oxigen, which was established in 1987 by Sean Doyle, is Ireland’s largest waste management and recycling company. It now manages the waste streams of100,000 domestic, commercial and industrial customers in an environmentally efficient manner throughout Leinster and the rest of Ireland.
Partly because of acquisition the company had inherited different telephony platforms.The company had more than 50 individual telephone fixed lines supplied by Eircom. Line rental and maintenance were a significant cost.
Oxigen receives some 180,000 calls per year. If agents were busy then not only were many of these calls lost but the company could not tell how many. Because oft he diverse nature oft he telecommunications platforms, reporting was limited and restricted to out ofd ate and administration heavy Excel spreadsheets.
‘‘This gave us an inadequate view of the business and performance,’’ said Cathal O’Neill, head of finance & administration, Oxigen.‘‘We knew we had a problem but because of our legacy telecommunications infrastructure we could not even identify the scale of it.’’
Oxigen spoke to a number of providers and liked O2’s Unified Communications approach, which incorporated a cloud based O2ManagedWAN and hosted Voice telephony.
‘‘Cost is a huge issue for us,’’O’Neill said.‘‘We liked the cost benefits of an O2 hosted rather than in house solution. Plus with a small in house IT team the advantages of external support were very attractive.’’
O2 Unified CommunicaCommunications in collaboration with Cisco, allows businesses to combine their fixed and mobile telephone, voicemail, instant messaging and video conferencing operations into a single managed cloud based service with no upfront capital expenditure.The service is charged on the basis ofa monthly rental and number of users.
O2’s managed wide area network (WAN) allows Oxigen to connect its Dundalk head office and remote sites over a fullymanaged IP network. O2 ManagedWAN is a purpose- built resilient MPLS (private) infrastructure.
Following implementation, Oxigen’s primary site in Dundalk is fully resilient using fibre and O2’sWireless Leased Line (WLL). There are a further three WLLs plus six DSL sites using O2 3G network backup.The hosted telephony solution is for 81 Oxigen users including 22 call centre agents.
‘‘We are the fi rst major communications provider in Ireland to bring the full range ofCi sco Unified Communications services to the corporate market via the cloud,’’ said Alan Brown, business director at Telefonica Ireland, which operates the O2 brand.
‘‘Because oft he current economic climate, many Irish large organisations are sitting on outdated and costly legacy telecommunications systems and have had to delay the move to more efficient communications. O2’s unified communications helps organisations upgrade to efficient, cutting edge communications systems at a manageable price.’’
A big win for Oxigen is far greater visibility and ability to manage the business.
‘‘We now have an up to date reporting system from number of calls and speed of response to individual agent performance,’’ said Oxigen’s O’Neill.
Around 95 per cent of calls are now captured within 20 seconds. IfD undalk is at capacity, calls are routed seamlessly to another site. Calls between sites are now internal so call charges have been reduced.The cost ofov er 50 fixed lines including rental for fax, modem and DSL has been axed. Oxigen was also able to cancel maintenance contracts on legacy PBX systems in each office.
‘‘O2’s support has been super,’’ said Stephen Cowley, IT manager at Oxigen. ‘‘Now we have a fully resilient system and one point of contact for support.’’
For more information contact O2’s dedicated business team on 1800 200 017