The Global Association for Contact Center Best Practices & Networking

Paris, Nov 21, 2011 -- NextiraOne, Europe’s provider in communications services, has implemented a solution for GRANDLYONHABITAT, the public community office of the City of Lyon for the management of over 24,000 homes, to improve the performance of its communications and provide greater collaboration tools.

GRANDLYONHABITAT had an aging communications infrastructure and the quality of service no longer matched the organisation’s requirements, particularly in the increasingly important contact centre. The organisation needed to be able to guarantee a continuous high availability in its contact centre and across its various offices. The headquarters and seven dispersed locations all had independent systems and needed to improve collaboration. A decision was therefore taken to change to a Voice over IP (VoIP) infrastructure.

"NextiraOne’s proposed solution was the most viable. The NextiraOne team fully understood our needs and our issues particularly regarding the support aspect. We knew this was a reputable company and understood the excellence and professionalism of the NextiraOne engineers so we had no hesitation in taking up their services," said Jean-Noël Deygas, head of telecommunications at the Development Directorate of GRANDLYONHABITAT.

NextiraOne’s team has been involved in the design of the centralised architecture and the deployment of a routing and call distribution solution which integrates remote contact centre agents. NextiraOne’s technology solution was designed to respond to all the needs of GRANDLYONHABITAT, including IP telephony based on Alcatel-Lucent’s OmniPCX Enterprise, a Conectéo contact centre solution and unified messaging from Lotus Sametimes.

Béatrice Coulas, Head of Customer Relations, said: "We are very pleased with the professionalism and responsiveness of the NextiraOne team. Throughout the project they have listened to our needs and won our confidence. We are delighted with their work and their availability during and also after the project in helping us with change management."

NextiraOne has also built a number of IT tools into the communications system including a directory and messaging. Click to call and conferencing functions have also been integrated as well as the automatic generating of statistical reports. This facilitates the monitoring of customer relations and also the performance of the communications services in each of the different sites.

"Internally the new infrastructure is making a huge difference!" says Jean-Noël Deygas. "Collaborative working has improved the quality of our service and the productivity and responsiveness of our contact centre. This is a stable, high performance solution and our 400 agents are very satisfied with it. We very much enjoyed working with the highly competent team from NextiraOne – it was a great experience for all concerned."

Céline Capet, Business Solutions Manager for Contact Centres at NextiraOne, said: "Thanks to the work of our teams, the GRANDLYONHABITAT sites have been able to significantly reduce their communications, in turn leading to reduced costs, improved performance and responsiveness. This is a scalable, sustainable architecture which allows further development. It was designed to allow the integration of a second service for the leasing of commercial property if this is required. The solution we have implemented will offer flexibility and adaptability for all employees of Grand Lyon Habitat."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.realwire.com

About NextiraOne:
NextiraOne are Europe's leading Experts in Communications and Contact Centre Solutions. We design, install, maintain and support all of our customers communications needs from voice, data and video, to mobility security and applications.