Case Study: 11890 achieves 35% productivity gains with Bicom Systems PBXware

11890 - Customer Case Study

Bicom Systems provided a solution for 11890, a directory inquiries service in Ireland, which needed to improve its efficiency, reliability, and workplace ergonomics while liberating itself from a traditional phone system. The customer was operating in a high-pressure environment, handling 40,000 calls per day, and required a system renewal to meet these challenges.

The solution deployed by Bicom Systems was the PBXware Call Center Edition, which utilized open standards hardware and a redundant server. This implementation resulted in a system that has not crashed, a 35% gain in agent productivity, and a huge reduction in costs. Bicom Systems also helped create a much happier workplace for agents and gave supervisors greater control, achieving the customer's goal of liberation from traditional vendors.

11890