Case Study: Pioneer Electronics Australia eliminates dropped calls and streamlines call centres with Digium Switchvox

Pioneer Electronics Australia - Customer Case Study

Pioneer Electronics Australia, headquartered in Melbourne, operates five high-volume call centres handling about 4,100 calls a week. The business relied on an ageing, unreliable telephone system that frequently disconnected customers after IVR selection, frustrating callers and staff and threatening a business-critical channel for sales and support.

Intellect IT implemented a Digium Switchvox VoIP solution (AA355 server with ~95 SIP handsets), migrating the system over a weekend and providing a simple web-based admin interface and quick staff training. The new platform eliminated dropped calls, added queue position announcements, IVR context passing, voicemail-to-email and paging, reduced reliance on offshore support, lowered total cost of ownership and improved customer satisfaction and operational efficiency.

Pioneer Electronics Australia

John Janetzki

IT Manager