Case Study: Niko Group achieves Europe-wide 24/7 customer availability with Mitel IP telephony

Niko group boosts internal availability with Mitel IP Telephone Exchange

Niko Group, a Belgium‑based lighting and home‑automation company (including subsidiary EREA) with multiple sites, faced limitations and high costs from ageing analogue telephone exchanges. The business needed more internal direct lines, greater telephony functionality for reception and contact‑centre staff, independence from external integrators, and a virtual Europe‑wide contact centre so customers could reach the same numbers and get support outside normal office hours.

Niko implemented a Mitel IP telephony solution (MiVoice Business, IP/DECT handsets, MiContact Center, Border Gateway, Mobile Client, Outlook unified messaging and Siebel CRM integration) in a hybrid setup of ~300 IP/DECT and 100 analogue phones. The system delivers intelligent routing, personal log‑in at any site, voicemail in Outlook, enhanced reporting and easier self‑management. Results include more direct lines, extended availability across Europe, improved call handling and scalability for future growth.

Niko Group

Robrecht Paridaens

ICT Director