A Sydney based company has used Mitel to provide it with an IP telephony solution, to keep its customers satisfied.

Sainsbury, a company that specialises in corrugated boxes and retail point of sales display solutions, successfully deployed the Mitel 3300 ICP IP Telephony solution.

With around 40 staff, Sainsbury relies heavily on telephone based sales and customer services include integration of the phone system with Windows PC applications via CTI (Computer Telephony Integration).

The project includes the integration of the company’s phone system with Windows PC applications via Computer Telephony Integration (CTI), a solution that was previously only affordable by large companies. Mitel 3300 ICP manages the IP phone system, providing web based administration and reporting. It also handles voice mail, unified messaging and automated reception attendant features. It features 5201 IP Telephony Handset and Your Assistant software that runs on desktop PCs). Your Assistant provides ability to control telephone calls from the PC desktop, as well as document collaboration, CallerID screen pops, CallerID based call routing. Personalisation was a key element of Sainsbury’s customer service strategy. With CTI, Sainsbury was able to integrate its Mitel telephony solution with the Windows based software applications used to handle customer service. Client details are automatically presented on-screen to staff at the beginning of a client call.

According to John Coughlan, sales director for Sainsbury, top-notch customer service delivery is critical. “For our business, inbound call management is critical. By using CallerID and CTI to integrate our computer applications with our new Mitel IP phone system, we have made it much easier for our staff to become customer service superstars,” said Coughlan.