Case Study - cloud-based voip switchboard and applications

Infoplus was facing a dilemma. Their outdated phone system was no longer working and was not allowing them to expand their business. With the help of Infoset (Platinum Partner and 3CX Certified VOIP Provider), they were able to reverse the situation and are now reaping the benefits of the modern 3CX software solution.

The Client

Infoplus is a public procurement company founded in 1996, based in Italy and operating throughout the country. Since its inception, the organization has grown to provide one of the leading procurement services in the country, and is involved in the monitoring and discovery of public tenders in all sectors. Infoplus uses a variety of sources throughout the country, including newspapers, Italian and European gazettes, and regional bulletins at 45,000 sites and 15,000 contracting stations every day.

With its 60 employees, 140 staff, service center and consulting center, Infoplus selects and classifies public tenders, which are then entered into databases accessible through state-of-the-art search engines. Through this state-of-the-art platform, 300,000 tender notices are available in real time.

The Challenge

After experiencing steady growth, Infoplus was no longer able to work and communicate efficiently with their outdated phone system. It presented numerous problems with audio and needed a scalable business communication solution that would allow them to expand more easily and add new extensions as they saw fit. In addition, with employees and contractors located throughout the territory, and with 2 service centers, Infoplus needed a more modern solution that could connect remote and branch workers, as well as integrate with the various other platforms the company uses.

Infoplus IT Manager Matteo Santini was tasked with finding an alternative solution that would improve business performance and address ongoing technical and management issues. After evaluating various systems, it became clear that 3CX was the best solution to address this issue.

"The new 3CX system has given us clear audio during phone calls, both inside our locations and outside the office, using smartphone apps. This has allowed us to facilitate smart working with our employees. In addition, 3CX is incredibly easy to use, and there is remarkable ease of access to the various queuing and contact center functions. The logs are comprehensive and thorough, which allows us to analyze everything quickly and easily. A big advantage for us has been the remarkable ease of integration with enterprise software and the freedom in choosing hardware and VoIP service providers. We have also found it much easier to detect and resolve errors." Matteo Santini, IT Systems Manager, Infoplus.

3CX Offers a Solution

It became clear to Matteo that the 3CX platform managed and proposed by Infoset could provide a strong solution that would meet Infoplus' needs. Not only is 3CX a modern software system that can solve their technical problems, but its pricing is based on simultaneous calls, meaning Infoplus could create unlimited extensions and the solution would be easier and cheaper.

Infoplus consulted Infoset (Platinun Partner and 3CX Certified VOIP Provider), which was able to implement the new communication system without any interruption. Infoset was able to do this, migrating the old system department by department, without interrupting service. It was decided that an on-premise Linux installation would best suit the company's needs, and to the delight of Infoplus, 3CX could be installed using the existing infrastructure.

They have created over 200 extensions and implemented 20 SIP trunks to carry the daily demand of the system. With a 64SC Enterprise license, they now have access to advanced contact center features, including call queues, reports and more. They are also able to use 3CX's built-in failover and standby license for added peace of mind. Most importantly for Infoplus, Infoset has seamlessly integrated the company's software and platforms.

The Results

With 3CX, Infoplus was able to solve all the issues presented by their old phone system. They are now able to scale their communications without any problems or additional costs. Simple integration was performed for greater synchronization and efficiency between software systems, and poor audio quality is a distant memory of the past thanks to 3CX's powerful underlying infrastructure and use of the latest technology.

In addition, Infoplus is now enjoying a myriad of benefits and features:

• Increased mobility, thanks to smartphone apps and web client.
• Increased productivity with greater remote capabilities.
• Increased customer satisfaction by improving the audio and functionality of the contact center.
• Hot desking and ability to easily enter and exit queues.
• Personalized click to call.
• Customization of outbound caller ID according to department.
• Mobility during blockade.