Case Studies Introduction | Case Study One | Case Study Two | Case Study Three
Case Study 2 - Curtis House
People and Place
Curtis House is a business centre in Hove, which offers accommodation to business’ which range from one person bands to regional offices of larger companies with around 12 people. In addition Curtis House provides an answering service for around 120 small business that are not located in the building.
The Problem
Some of the organisations accommodated wish to answer the phone themselves, others require a switchboard service and yet others want a combination in accordance with their availability. Out of hours many want their own individual night message. In addition the Managing director needed to cover his costs and make a profit from the answering service by re-charging phone calls to the appropriate organisation.
The Solution
The original Hicom 150E was installed in 1997 in response to a competitive tender, against a specification written by telecomms consultants.The system retains its core original Siemens Hardware, but has evolved with only processor and software changes to the very latest Siemens Hipath 3750.
There are two ISDN 30E circuits from BT & NTL to give maximum flexibility in reducing call costs via Least Cost Routing, with a total of 96 analogue and digital extensions. Brightel Datanet have also provided Siemens Xpressions voice mail, Sage ACT contact manager, HG1500 for VOIP and Swan Solutions Callview for CTI.
Receptionists set up for call centre working, answer the calls both on site and remotely. The remote facility utilises VOIP via VPN to provide exactly the same telephone features as enjoyed by on site reception. Each organisation has its own DDI number, which utilising Callview, brings up that customers record in ACT (Screen Pop), prior to answer, so the receptionist can answer in that companies name. The organisations ACT record also gives reception information like who’s in or out and how they should be contacted i.e. transfer call to mobile or other location, Email, Fax or give message on their return.
Administration and reception can see real time information on their PC’s such as how many calls are waiting to be answered, how many answered and by whom, how many calls connected and much more. Statistics showing answer time, any lost calls, call handling time and more are readily available. The call logger is used to print out an itemised bill for each organisation every month for billing purposes. Hipath Assistant C enables Curtis House to effect most changes themselves in a very fluid situation requiring many changes.
Comment
"The telephone is a fundamental part of our business, which we have to get right. Our wide range of customer types means that we often get challenging requests for special and unique telephone services. Over many years no matter what the challenge, Brightel Datanet has quickly come up with a suitable cost effective solution. "
"The Siemens equipment has turned out to be an excellent investment. Unlike previous systems I’ve had which seem to become obsolete all too quickly, with the recent addition of VOIP, I feel we are bang up to date and able to offer all the latest services to our customers."
Nicholas Foreman: Managing Director, Curtis House
top of page 
Demonstrations can be arranged in our Brighton showroom
01273 244400
