Published: 27th March 2018

Anas Saad

Venue Cymru – Avandda Solution

The Client

Venue Cymru is a large theatre, conference and arts events arena on the seafront promenade in Llandudno, North Wales.   The venue serves thousands of visitors every month with a high volume of enquiries made via telephone.

 

The Challenges

Old digital telephone system with ISDN lines and analogue lines were failing to deliver effective call control and queue management of up to 1000 callers per day which meant that in times of high call volumes callers would receive the engaged tone and need to redial.

Need to improve caller experience through network level call control based on call volumes, specific dates, times, nature of enquiry, preferred language of Welsh or English.

Capability to improve the availability of appropriately skilled staff to take calls for box office, group bookings, conference and events at busy times

To provide comprehensive reporting on all real time and historic call traffic and call handling metrics to effectively monitor and improve performance and customer experience

Replacement telephone system and services need to be adaptable and scalable with ease

Solution needs to streamline infrastructure, reduce operational costs and deliver a high level of improved performance across the organisation

 

The Solution

Replacement of all ISDN & Analogue line services with fully resilient SIP telephone lines with network call control with IVR menu and multi-Lingual call queueing

Resiliency provided by comprehensive business continuity call plans controlled instantly at network level and managed by desktop portal and smart mobile app.

Samsung OfficeServ IP PBX to connect all new IP phone lines, IP telephones and retained analogue extensions throughout the arena.

All staff can now hot desk log in/out of any system IP phone with all of their extension details moving with them

Select staff have the ability to log in/out of skill based agent groups for box office, group bookings, conference and events to ensure availability of appropriate call handlers at busy times

Samsung Call Centre for agents with full supervisor visibility of agent and team status and performance

Samsung Real Time & Historic Reporting of all call activity and performance

Capacity to scale up or scale down of system lines or extensions by way of simple licensing and remote access control

Network services upgraded to SIP trunking which reduced monthly service and call charges by more than 50% compared to the ISDN and Analogue charges