Multi Award Winners are on Cloud 9

Monday, 31 October 2016

Continuing a glorious year, Incom-CNS proudly pulled off the 'double-double' at the prestigious peer-led Comms National Awards last week, winning Best SME Cloud Solution and the coveted title of Reseller of the Year. Our winning streak began in June at the other main industry honours, the Comms Business Awards, where we scooped awards for Reseller of the Year and Mid-market Convergence Solution.

So what do these latest additions to the rapidly expanding Award cabinet really mean to us?

Managing Director, David Hughes, explains: "It is an honour to receive this kind of recognition through such respected accolades and awards. Our team is committed, talented and enthusiastic which, partnered with leading industry suppliers, gives us a winning combination. We started out 28 years ago and I am extremely proud of everything we achieve together. Although the awards are always the icing on the cake, what we really pride ourselves on are the long-standing relationships we have built with our customers."

He adds: "Our success is built on our commitment to customer service and in giving our customers solutions that are future-proof and right first time."

As proof of the point, Incom-CNS won Best SME Cloud Solution for its work this year with Harley Medical Group (HMG) – a client of 20 years' standing.

HMG is a leading cosmetic surgery group with 18 clinics and 150 staff across the UK, including a team of 20 agents at its Customer Service Centre in Birmingham. They wanted an Opex solution to enable more reliability, efficiency, flexibility, security and cost savings in their client communications.

Because we have enjoyed such a successful working relationship with HMG for two decades, our team was able to respond quickly to the brief. Our proposal was for a simple, cost effective and robust solution: a private Cloud-based infrastructure powered by ShoreTel UC platform, ShoreTel Enterprise Contact Centre (ECC) and SIP trunks. Deployed through Incom's private Cloud infrastructure, the UC solution delivers simplified, multi-site communications and significantly reduced operational costs.

The solution included:

  • Private Cloud-based, ShoreTel UC
  • Omni channel contact centre, with collaboration
  • Live database link to streamline agents' workflows
  • Provision of MPLS WAN
  • Inbound call traffic
  • Business mobiles

  • The solution streamlines HMG's communications across all its sites and includes collaboration and CRM integration. Line rental is reduced and site-to-site call charges eliminated. A single web interface allows for easy deployment across additional sites.

    By working closely with HMG from the start, Incom-CNS identified the technologies that would fit with, and improve, the customer's business processes by providing:

  • a single, failsafe system
  • across 20 locations
  • advanced contact centre with inbound skills based routing
  • outbound dialling direct from Clinic Master
  • real time and historic reporting on all customer contacts
  • web chat and call back features

  • David Hughes: "HMG is dealing with sensitive data and they require a business solution that works seamlessly 24/7 across all sites to maximise client experience and ensure confidentiality.

    We delivered a solution for HMG that is deceptively simple, elegantly functional and which perfectly complements the professionalism of the staff and services. These Awards recognise our expertise and hard work and that is why they mean so much to us."

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