International relocation services company, Irishrelo has chosen business telephony provider, Intellicom who is based at DCU Alpha to run its global contact centre located in Kilcock, Co Kildare. Powered by Intune, Intellicom’s hosted Voice over IP platform, Irishrelo has saved almost 25 per cent in telecommunications costs and boosted productivity for 30 staff, who manage employee relocation requests from all over the world.
Robbie Fitzpatrick, Business Development Manager, Intellicom and Mark Scully, European Team Lead, Irish Relo
Reliable, cost-effective person-to-person voice communications is the lifeblood of the company and in this month alone, staff made calls as far afield as Kenya, Bahrain, Argentina, Australia and Belarus.
“VoIP gives us much more operational flexibility and allowed us to use soft clients with headsets for our agents,” explains Mark Scully, European team lead with Irishrelo. “This was an easy sell to staff and has greatly increased productivity.”
The cloud-based version of Intune was deployed for Irishrelo as it removes the administration overhead associated with managing and maintaining the telephony system.
“We do the heavy lifting but give Mark lots of self-service options through our Inform portal,” explains Robbie Fitzpatrick, business development manager with Intellicom.
“For example, if extensions need to be forwarded to mobile, Mark can simply switch on the ‘Follow Me’ function through our user-friendly, web interface which provides automatic call forwarding.”
Intune offers many sophisticated call features ‘out the box’ with a simple licensing model. Call grouping and queuing, call retrieval and call routing can be configured through Inform. The system also provides complete scalability and aligns with Irishrelo’s ambitious plans for company growth into the future. Extensions can be added as required, protecting the existing technology investment.
And because of the high profile of some of Irishrelo’s customers, the protection of information is really important. Hardened OS and kernel systems and the ability to perform voice calls through fully encrypted tunnels mitigate the risks of breach by eavesdroppers, hackers and fraudsters.
“We trialled the system and the setup was very powerful”, said Mr Scully. “We had an Intellicom engineer with us on the day of the changeover and the move was very seamless in the end. Our business is growing and we’d like to see Intellicom growing with us.”
Irishrelo staff provide a total relocation package to employees by co-ordinating the physical movement of personal belongings and family pets to finding schools, setting up bank accounts and providing assistance with customs, visas and a corporate housing service. The company currently holds contracts with many of the high profile multinational organisations operating in the Irish market.