Case Study: DTZ achieves unified communications and improved customer service with Enghouse Interactive

Commercial Property Giants Install New Central Switchboard

DTZ, a global commercial real estate adviser with 12,500 staff in 45 countries, faced a fragmented, multi-vendor telecoms estate after acquiring Donaldsons and consolidating London offices. The lack of a unified switchboard and three different operator groups created complexity for call handling and support. DTZ selected Enghouse Interactive’s Arc Enterprise attendant console (deployed with Cisco Unified Communications Manager v6.1) to standardize and simplify operator functionality across the business.

Enghouse Interactive’s Arc Enterprise was implemented (via partner Logicalis) alongside an expanded Cisco deployment that added 700 Cisco 7965 IP handsets and a single, centralized London switchboard team of 10 operators. The solution delivered faster, more intuitive call handling—new operators required only a three-hour training session—and improved customer service and first-impression quality. Enghouse Interactive’s platform also provided the flexibility for future upgrades and simplified maintenance across DTZ’s unified communications network.

DTZ

Ed Mitchell

Technical Architect