Resource Center Case Studies COMICON - Kazakhstan
COMICON Case Study |
OverviewCOMICON was seeking SIP-telephony adaptation as a basic communication service. This protocol was deemed necessary in order to reduce expenses considerably for domestic long distance communication – consistently a significant expense for the company. It was also necessary to implement this solution quickly, first of all, in the interest of successful competition, and secondly, to meet the limited budget for several current projects. The customer requested, received and considered four different offers from system integrators, mostly foreign. Evaluation of the offers, including revisions for better compliance with the company’s needs, took about one month. Once the supplier had been chosen, purchase, delivery and customs administration took about two weeks. Customer RequirementsCOMICON wanted to preserve 12 existing analog lines while implementing a SIP-telephony and digital stream E1 connection. The customer also wanted to continue using analog telephone sets in order to reduce telephony hardware upgrade expenses. COMICON needed a PBX, which could be used in "transparent" mode for calls from the outside - to a city network, long-distance and international directions. Various types of call redirection were required, including the preinstalled redirection of incoming calls beyond PBX limits. It was necessary to reduce incidents of dropped incoming calls, to optimize reception tracking, and enable more efficient redirection of incoming calls. As an additional task the customer requested the possibility of automating personal (direct) delivery of faxes and voice messages to employees. Proposed Solution
Following connection of external / internal lines and automatic customization, the system would be ready for basic operation within several minutes, including:
ResultsEverything went according to plan; the system started functioning right after switching it on. Further adjustments (creation of SIP-trunks, sharing of automatically created group G0 on various analog trunks groups, inbound and outbound routes creation, IVR creation, DISA, etc.) were performed independently by the customer, using the Elastix™ Web interface. Thus, the system started performing basic tasks from the day of connection, and its detailed customization took a few months. The reasons for prolonged customization were two-fold:
The customer’s previous analog PBX did not support SIP telephony as the cheapest long-distance and international telecommunication. Currently, the new Xorcom system allows operation of nearly 50 SIP trunks simultaneously and has considerable potential for further growth in productivity. Expenses for long-distance telephone communication, compared to those when using the previous telephone system, were reduced (depending on amount of projects per month), to anywhere from two to five times. With the previous telephone system it was not possible to perform remote interviews because the incoming call to DISA (Direct Inward Switch Access) could not be redirected to the PSTN (Public Switched Telephone Network). Now it is possible, including a choice of optimal routes for incoming and outgoing calls. The former telephone system was not able to redirect an incoming call to an external telephone number: the outgoing line simply hung up. In the Xorcom system the possibilities of flexible incoming calls redirection beyond the limits of PBX have been implemented. As a result, calls are now routed to the relevant employees. In order not to lose incoming calls, in the former system there was only one option: redirection during a fixed time or a busy line to another internal number. In the new Xorcom system, along with these and other redirection options, there are voice mail and queues, which are chosen by the customer. Thanks to these options, incoming dropped calls were reduced to an absolute minimum, and those are now possible to trace via the IP PBX Web interface. In the former PBX, automated reception of incoming calls was possible only by routing incoming calls to a certain external telephone line on one or a sequence of several internal numbers. It led to irrational usage of external telephone lines. In the new Xorcom PBX the creation of an IVR (Interactive Voice Response) system enables optimal routing of incoming calls and better utilization of available employees. The previous PBX required a dedicated fax device for fax reception and transmission. The new Xorcom PBX eliminated the need to use this device (as well as the expense of purchasing expendable materials for it!), and also enabled direct delivery of faxes to the specific e-mail addresses of the employees to which they were addressed. ConclusionAs per Sergey Vanner, CEO of COMICON: “The Xorcom IP PBX allowed us to implement the most economical type of telephone communication, and thereby substantially reduce the cost of our main activity - telephone surveys.” “Long-distance telephone communication expenses were reduced by two to five times (depending on the amount of projects per month).” “We now have much greater incoming call handling flexibility; the Xorcom system allows us to:
About COMICONCOMICON (Commercial Information and Consulting, Ltd.), founded in Kazakhstan in 2004, is an independent research company that specializes in organizing and conducting marketing research. COMICON has all the necessary human and technical resources for research projects of varying complexities:
We help companies to increase sales and profits by collecting and analyzing information that helps them make the right decision. For example, we contribute to the development of successful products, enable effective advertising campaigns, and determine optimal pricing. |
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| Last Updated ( Monday, 27 December 2010 ) | ||||||||||
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