VoiSmart Unified Communication meets the Public Administration
THE CHALLENGE
VoIP technology has strongly established worldwide. Public Administration is one of the sector where the advantages offered by VoIP are most welcome, among them cost reduction, improved telephony services to close the gap and serve better the citizen.
"In order to adapt our systems to new regulations” - the head of IT Services at the Municipality reported - “in March of 2008, our Municipality called for a tender for the supply of an IP telephony solution that would have allowed more services while cutting telecommunication costs. The specifications were focused on innovation, added value services, standard protocols, interoperability and scalability without the burden of costly licenses. Key point was also the possibility to fully integrate the console for an operator with visual impairment, using an existing Braille display.”
The project based on VoiSmart technology by a local "Quality Partners" was awarded the contract thanks to technical content, innovation and cost effectiveness.
THE PROPOSED SOLUTION AND THE ADVANTAGES
After assessment of the requirements a Unified Communication solution based on VoiSmart Enterprise PBX capable to manage more than two hundreds users. The proposed IP-PBX offer high reliability and scalability, it is based on robust platform to meet the requirements of public services, while being feature rich in telephony and added value service.
The VoiSmart system offers complete voice / data convergence eliminating the need for a dedicated telephony network, enables a wide range of telephone services including voice mail, auto attendant, IVR, directory services, click-to-dial, automatic call distribution, queues, call hunting, call back, teleconferencing, intercom. Moreover, statistics and call detail records allow detailed traffic control and implementation of cost control policies. The advanced management interface allows the municipality personnel to easily configure services and to manage the system with reduced external support thus optimising operating costs.
The solution offered includes a VoiSmart GSM/SMS Gateway capable to provide fixed to mobile convergence and advanced SMS server features. A fully integrated Fax Server application is also available allowing enhanced fax management and distribution and providing significant resources, paper, toner, etc. savings with a high level of service.
The migration from TDM legacy system to a VoiSmart based solution has generated immediate costs savings while making available a unique set of added value services, that can be further expanded thanks to openness of the system and continuous development.
A municipality represents a significant test for a communication system that need to combine services, scalability and cost effectiveness in a context of absolute reliability and usability. VoiSmart systems once again were able to respond successfully to the needs of modern and innovative communication offering a unique set of services.
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"The real added value of the VoiSmart system" said the municipality Technical Manager "are services like the Fax Server, the GSM gateway and the SMS server that cannot be found on legacy systems in such integrated way. In example for us the fax is still a common way to communicate, now using a simple web interface or via e-mail users can receive and send faxes without leaving their desk. We are very satisfied with the VoiSmart system, it allows us to experience every day real savings and a better way to communicate with our citizens".
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A major challenge was to provide an operator console for the operator with visual impairment. A CTI tool has been developed to connect to a third party software extending the functionality of the IP-PBX, including phone book browsing and click-to-call, through the aid of an existing Braille display and keyboard, thus providing a standard solution for similar applications.
 "Finally I am fully independent at work and I am able to provide the best service to my colleagues", this is what the operator said when we asked what is his experience with the new system. The VoiSMonitor phone bar in combination with Braille display has improved the operator control of the system in handling calls and navigating the phone book. The VoiSMonitor phone bar on the PC desktop "talks" with the VoiSmart PBX and brings to the operator through the Braille display events like incoming, outgoing or pending calls; while a head set allows hand free talking. Through the keyboard and the Braille display the operator can answer and transfer calls, browse the phone book, and generate calls without using the desktop phone. |
DEVELOPMENTS
VoiSmart systems provide a unique set of services that are constantly improved and expanded, VoiSmart solutions are able to meet the requirements of SME as well as large enterprise and PA projects offering a common set of services. Thanks to the VoiSmart system the municipality is now able to profit from an "open" platform without making compromises in quality and reliability, with unparalleled services.
While native VoIP and fixed to mobile integration provide bill cost reduction, added value services delivered from a single platform and Unified Communication provide efficiency, effectiveness and process improvements. VoiSmart solutions can also deliver services in wireless covered areas extending VoIP communication to mobile and nomadic users. Just delivered Instant Messaging and presence is another area of improvement, and many more to follow.
THE CLIENT
The municipality counts approx 15,000 inhabitants and is located nearby Milan. The town hall is the hub of administrative activities and counts more than one hundred employees. The municipality is staffed to manage internally the information systems and now, thanks to VoiSmart system also the telecommunication.
Voismart s.r.l.
Via Benigno Crespi 12
20159 Milan - Italy
email: info@voismart.it
web: www.voismart.com
Tel +39 02 70633354
Fax +39 02 45487890
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