Action on Hearing Loss, formerly The Royal National Institute for the Deaf (RNID) provide support for people with hearing loss and tinnitus. With over 80 sites, over 1,000 staff and over 1,000 volunteers, they are one of the largest charities in the UK.
Supporting the business is an extensive IT and Communications estate with a mixture of requirements across their locations and a diverse set of technologies. With over 80 office locations, Action on Hearing Loss carry out numerous telephony adds / moves / changes, which was incurring cost and took significant time to carry out, impacting operational effectiveness.
In addition, they had committed to open a new 20 seat inbound contact centre in Liverpool in one month, which was needed to provide a centralised booking service for deaf-signing services.
To reduce operating cost and quickly set up the new contact centre, Action on Hearing Loss issued a tender for a hosted service, and selected Ciptex at the end of a competitive selection process.
Ciptex provided a suite of VoIP and Call Centre capabilities as part of a transition from traditional telephony and local PBX based infrastructure.
The solution uses Action on Hearing Loss’s own IP network and Ciptex as the service provider for voice.
· Back office Telephony
· Transition management (including number porting, LAN, WAN)
· Delivered a direct MPLS interconnection with their carrier to reuse this connection at all locations
· Expertise on accessibility products for telephony operators
· Managed multisite WiFi for 5 sites
The Liverpool call centre infrastructure was set up within the desired one month timescale. Ciptex managed all elements of the service delivery including inbound call routing, NGNs and LAN design.
As part of this site build Ciptex also managed the structured cabling fit out for the office. Ciptex have managed the successful setup and migration of offices to the managed voice solution. This has included working with the RNID ISP to ensure all office connectivity is fit for purpose for VoIP delivery.
David Combes, the IT Director sums up his satisfaction with the service: “Ciptex has added real value to our business through the efficient delivery and support of the managed voice and WiFi solution”.
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