AmeriCom – Making Clients More Effective

They say you can judge a company by the clients it serves.  At AmeriCom Voice and Data, we have seen a radical change to our industry and have made the investment in our capabilities  to keep up with the evolution of the phone, the network and the evolving needs of business.  Today New England based AmeriCom brings state of the art on premise, hosted, or IP telephony business phone systems to our customers.  We take particular pride in the clients we have helped; in all cases our goal like our tagline has been to “Communicate Better, and Spend Less”.  Each of these examples displayed below should provide you with exactly that, a communication process that  improves the performance and productivity of your people while streamlining costs:

Small Business VoIP Application- A small accoustical consulting firm with 25 users was in  need of replacing it’s old key office phone system that AmeriCom had installed 14 years earlier.  Although  satisfied with AmeriCom’s support the company performed it’s due diligence on various products.

The company was looking for a phone system that would allow them to connect  customers  to employees that were working outside  the office. A lot of acoustical data gathering is performed in the field and it was increasingly difficult to communicate with mobile workers. Clients  and staff complained. Compounding the issue was the fact that the office topography was comprised of  three office condos in their business park  making it difficult to reach employees that were in the office.

The company decided on  a VoIP PBX from AmeriCom that provided a number of  applications that solved their problems. All AmeriCom  IP Phone Systems provide unified communications at no additional cost.  By utilizing  UC  all voice mail messages now appear in employees Outlook in-box. Employees that are out of the office now get a copy of each voice mail on their smartphone and can listen to it with out calling into the system. In the office, veiwing the presence application, employees can see on their PC exactly who is available, out of the office or in a meeting in each of their three facilities.  Employees can even tell if employees in the field are talking on calls that have been forwarded off site to them from the office.

With their new Voice over IP business telephone system, employees in the field, can now communicate  to customers in a matter of minutes, if not in real time, compared to hours later, improving the customers experience. Employees in the office can now communicate with employees in the field and between themselves with greater ease reducing the time it takes to interact with fellow employees and decreasing the time it takes to get customers in touch with employees in the field.

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Medium Business VoIP Application- A New Hampshire law firm with over 85 users was looking to replace their aging Mitel system that had become increasing unreliable.  After performing extensive research and receiving presentations and demonstrations from Avaya, Cisco, Mitel and ShoreTel the firm settled on AmeriCom and the ShoreTel Voice over IP business telephone system for a number of reasons.

Since the firm didn’t have an IT staff, they required a simple solution void of complexity. ShoreTel’s  IP phone system is a very simple and reliable solution that  has  few parts and is simple to manage. Since the  ShoreTel product  is built from the ground up by ShoreTel (other VoIP phone systems are a collection of products purchased by a manufacturer and tied together through software and hardware connections)  the software is simple to understand making  the system very easy to program.  Two of the attorney’s secretaries are able to share the responsibilities of managing the system.

The bulk of the calls that ring in to the law firm pass through the main answering position. Although the firm  knew there was a better way of  distributing calls than the old side car with names and buttons on it, the firm wanted to make sure that the new answering position would be easy to use for their long time receptionist. ShoreTel ‘s Operator Communicator was the perfect solution. Easy to learn and easy to use the  receptionist can now see all the attorneys and their covering secretaries visually on her desktop. Calls can be transferred with a click of the mouse. Attorneys can even type information that appears on the operators desktop that allows the receptionist  to better  handle specific clients. The receptionist can also tell from her PC if  attorneys or employees are available, in a meeting or in court.

It was important for the attorneys to have direct phone numbers but they also wanted to know  who was calling them.  Similar to the Operator Communicator application for the receptionist, each phone comes with a Personal Communicator software client. This software will match incoming caller ID against all contacts in  Outlook and display the name and number on the desktop. Typing the first few letters of a persons first or last name or company name will bring up all associated matches from contacts allowing the user to click-to-call.  The Personal Communicator also enables users to utilize their cell phone as their extension. Attorneys now leave for court and can have calls transferred to them on their cell phones. They can place callers on hold and converse with firm staff or transfer the call back to the firm for assistance.

Enterprise (Health care) Application- When a major Health  network comprised of four hospitals needed a complete phone system upgrade in Massachusetts, AmeriCom was tapped for the project. The solution included the  complete replacement of four stand alone, hospital, business telephone systems.  Additionally, three of the four telephone systems needed to be networked together to support centralized voice mail as well as a distributed call answering solution that allowed operators at all sites to answer calls for the other  networked sites.

Due to the critical nature of the project,  compounded by  the centralized voice mail and distributed answering applications, it was necessary to deploy the PBX across all sites in a relatively short amount of time. With approximately 7,000 users  across all four sites the planning of this deployment was critical.

AmeriCom spent over six months planning the execution of this project. From cabling and training to placing a mix of traditional and VoIP Phones on the users desks AmeriCom made sure no stone was left unturned. Steve Mannarino, AmeriCom’s President, with 25 years of operations experience, personally oversaw the project.

The project culminated in four separate weekend deployments that took place over a five week period. None of the hospitals experienced any unanticipated down time. The resulting success was the impetus to build a new telecommunications health care company that has since deployed over 15 additional  telecommunication systems in hospitals nationwide.

If you like what you see, we’re happy to speak with you about an exact fit for your organization and budget.  It’s simple to find out how to streamline your voice and data communications.  Simply give us a call.