Case study - Master Tally Partner using Enjay Synapse

[Sales@ Enjay]

Dear sir,

Master Tally Partner uses Enjay Synapse Server (Customised IP-BX) for Telephony solutions @ their Sales & Support/Service Center.

Requirements:

1. They had PRI line, with more than 25 Support Executives attending calls from customers.
2. Wanted to use something which offers hands free environment - so that they can freely operate the PC for troubleshooting and also for making entries in CRM.
3. Calls had to be recorded so that - it can be used for quality assurance purpose.
4. Calling had to be fast and extremely clear.
5. A cost-effective solution was needed.(IP Phones are too costly)

Solution Provided:

1. Enjay Synapse Server (ESS) with PRI card is installed, the PRI line terminates in the ESS.
2. Installed Enjay Thin Clients (Model: Enjay Impression 1500)
3. Windows Server is installed with terminal services, and all Thin clients connect to Terminal services to run Tally CRM package.
4. All  Support executives are using softphones which comes preinstalled in Enjay Thin Clients.
5. Following figure shows the implementation scenario.

Benefits  received:

1. Since PRI line is used - voice is extremely clear.
2. All team members use softphone - so even when 25 people are talking on phone - there is significant silence in support area:

1. No phones ringing
2. Even support executives have to speak slowly - since they use headphones.

3. Using softphones also increases (ergonomic) efficiency of the support team - they feel more relaxed & productive.
4. All calls get recorded - so that a Senior team can monitor the quality of our service.
5. Reporting:

1. Fantastic reporting like : highest number of calls, duration of calls attended by any support executives.
2. All reports can be scheduled to be emailed to the top management directly.

Team Enjay
0260-6612901,09377757650

Enjay IT Solutions Ltd.,

Asopalav, 4th Floor,

Opp Bhilad Railway Station,

Bhilad - 396105

This is a mail by Enjay Network Solutions.