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Insight Marketing - Client News
Tuesday, February 14, 2006
Medway Council becomes first UK organisation to use IPFX call cen tre solution from Redstone Converged Solutions



Council turns IP telephony into business tool improving customer service and
reducing operating costs

February 14, 2005 - Redstone Converged Solutions today announced the
implementation of the innovative IPFX call centre solution for Medway
Council. The solution will assist the council in handling its internal IT
support calls from over 220 sites and 7000 staff and thereby improve
customer service, reduce operating costs and simplify management.

The solution comes immediately after Redstone signed the UK's first reseller
agreement with IPFX, a developer of computer telephony integration
solutions, for its module based IP telephony solution that routes calls,
provides call agents with a managed call flow and gives customers a positive
experience.

The IPFX call centre solution includes IP phone systems and interactive
voice response. Unified messaging links to the agent's Microsoft Outlook
allowing incoming callers to be told whether the agent is in a meeting, on
holiday or at lunch, and when they are back. Other functions include
virtual queuing allowing callers to log their query and return to their work
knowing that they have not lost their place in the queue, and last agent
routing which redirects a caller back to the last agent they spoke to.
Supervisor reporting that gives real-time grade of service and KPI triggers
as a desktop dashboard.

Michael O'Connor, Medway's IT manager commented: "We have a history of using
innovative and smart technology to provide a better and more efficient
service for our users. Because of our existing long term relationship with
Redstone, when they suggested using IPFX as part of our strategy to turn our
IP telephony into a business tool, we trusted their advice."

"Though it is too early to give any quantitative results", O'Connor
continued, "service users have been impressed with the new service levels
and IP telephony is more efficient and cheaper with plenty of connectivity.
Redstone's best of breed approach to providing solutions made it easy for
the IPFX solution to complement and be integrated into the existing Cisco
architecture."

Rob Coyne, chief commercial officer, Redstone Converged Solutions said: "Our
focused state of the art application offering for local government lets
local authorities focus on running a business rather than the technology. By
signing with IPFX we bring more options to meet their goals."

IPFX UK managing director, Paul Todd, said: "I am delighted that Redstone
recommended our products to Medway. It was clear from the start that the
council's mission was to develop the future of communication technology and
provide end to end creative solutions for its call centre customers. IPFX
has a very high market share with Cisco IP Telephony deployments in
Australia/New Zealand and this roll out to the UK is part of our expansion
programme. IPFX already has the most feature rich IP Telephony
applications in the market and we are continuing to innovate for the benefit
of our customers."

- ends -

About Redstone
Redstone plc delivers a complete range of specialist voice, data and smart
building communications services and networking solutions. As a multi-tier
ISP and network operator holding a telecom licence, the company has 370
staff in eight UK offices and a turnover of over £60m (2004). As an
end-to-end provider, Redstone can manage the lifecycle of any solution from
consultancy to delivery and managed services, backed up by excellent
customer care. It has accreditations from Cisco and Avaya as a Global
Partner and strategic partnerships with vendors including BT Wholesale and
Siemens. Working across all market sectors, Redstone has particular
expertise in education, healthcare, local government, property and retail.
Redstone is Cisco Systems UK Mobility Partner of the Year and won the 2003
Channel Network Award for innovation for developing the retail network
infrastructure at Bullring Birmingham. For more information see
http://www.redstone.co.uk.

About IPFX
With offices in the UK and Australasia, IPFX is a dynamic developer and
distributor of Computer Telephony Integration (CTI) solutions and offers
training and support of a high level to customers and resellers. IPFX is a
key IP Communications Telephony solution partner for Cisco and its solution
is one of the leading applications in the Australasian market with over
1,100 systems and 200,000 end users. The key benefit that users are seeing
from using IPFX applications is significant improvements in employee
productivity. For more information see http://www.ipfx.com

Press Contacts:
Ann Fielder / Sheelagh Connelly
Insight Marketing and Communications
0208 564 6385 / 01625 506 435
afielder@insightmkt.com / sheelagh@insightmkt.com

 

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