Each year, our sister publication Computer Dealer News hosts the Channel Elite Awards to recognize IT Solution Provider for their innovation, leadership, and commitment for creating value for their customers. As Canada’s leading IT channel publication, CDN invited solution providers to submit their best work to nine different categories for 2013’s awards. Here, we present the case studies these award nominees put forward to us. Find out who the big winners are on Sept. 11 when CDN presents them at the CEA Awards Gala.

Learn more about CDN’s Channel Elite Awards 2013

Nominee: Digitcom Telecommunications Canada Inc., from Toronto, Ontario

Describe the solution or service you provide.

A) Installation of a new telephone system to support inbound order Contact Centre ; B) Conceptualize a method to integrate an off-site office, (voice and data) as client has outgrown current space.

What made your service of the highest quality? Provide measurable evidence of how you benefitted the customer’s business.

Prior to the installation of our solution, this provincial food cooperative channeled all calls through a single reception position. This included administrative and operational calls, as well as those calling to place orders.

The reception position answered each and every call live, and when all order takers were on call, watch the lines and forward calls to an order desk position as soon as a position became free. Digitcom’s solution implemented a combination of an automated attendant and a Contact Centre, where order calls were directed to an order taker without reception intervention, and when all order taker positions were engaged, held callers in priority sequence until an order taker was free.

While on hold, callers heard information about the organization and timely specials, which has since served to increase product sales and better introduce new products. Most importantly, the solution automatically and accurately advised each caller what their anticipated wait time would be, based on up-to-the-minute conditions, including the number of callers already in queue, the number of agents taking orders, and the average call length.

Few systems in the small business space offer this service. Without this solution, it would have been necessary to add an additional reception position. The second challenge as the business grew was to integrate new office space established in a building less than 1km away. While the client anticipated connecting the two locations with direct circuits from Bell Canada, on investigation, they learned cables did not traverse the intersection and a direct cable would have been in excess of 5km. Turning to Digitcom for a solution, Digitcom installed a point-to-point, line of sight air link, offering a seamless and transparent network extension to the new location.

This solution provided the network integration they required, and the Avaya IP Office system in a hybrid configuration permitted the client to add IP telephones to their system currently equipped with Digital sets. The net result was a single cohesive telephone system covering both sites and operating under a single umbrella. The office again operated “as one” while in two locations.

Describe how services were delivered in a timely fashion, or how the response to a crisis was above and beyond the usual.

Finding out they could not use direct cable links to the new site, the client resigned themselves to a separate telephone system and network installation, a solution that would have been cumbersome at its best, a borderline operational crisis disrupting the client’s day-to-day operations at its worst. Digitcom has a reputation of creating unique “outside the box” solutions to communications and networking problems and is pleased to have resolved this issue for the client.

How does your service surpass competitors in meeting the needs of customers?

Digitcom is proud to work with our clients. We listen to and detail requirements as stated by the client, and then observe how existing processes handle communications. In addition to analysing the client’s needs, Digitcom makes recommendations for changes to communications traffic, reducing the number of times callers need to be transferred, thereby reducing the number of touches to a call to reach the final contact for resolution.

Far from a template installation, each and every solution is custom programmed specifically to suit the best practices of the client and to attain the most efficient communications network possible.

How does the solution further your customer’s green or environmentally friendly plans?

Our client is truly a “green” company, and employs green technology and methods as much as possible in their day-to-day operations. The Avaya IP Office system represents significant reduction in power consumption compared to similar systems. Each Module consumes only 45 watts of power.

The system runs sufficiently cool enough to eliminate the need for telephone room cooling, no air conditioning is required. With the low power consumption and the elimination of air conditioning systems, the impact on the environment is minimized and the annual savings for the client are considerable.

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