"Our phone system has more than delivered to our initial needs and continues to prove itself a sound investment.  Generation-e approached our solution with a holistic view."  Steve Morrison, Chief Financial Officer

Challenge

Finding a home loan or insurance policy is hard work. eChoice uses a unique combination of people and technology that makes borrowing and insurance faster and easier, while giving customers the personalised help they need.
Combining a leading Internet site and experienced staff has been the reason for eChoice’s rapid growth. Continuing this growth and further leveraging the expert staff became difficult when the limitations of one component of eChoice’s technology – their PABX, became apparent.

IT Environment

While reliable, the traditional PABX was not flexible enough to cope with the rapid changes eChoice had undergone in their constant drive to be the best provider in the industry.
eChoice has an extensive range of marketing activities underway at all times and their call centre needs to be available 100% of the time, to support the opportunities generated by their campaigns. The marketing team needed the new solution to enable them to reinforce promotional messages.

Solution

After a lengthy and careful assessment of all the options available, eChoice settled on VoIP (Voice over IP) as their infrastructure of choice. This allowed them to integrate their multiple offices, save time and money by programming the system themselves and cost-effectively scale the system to match their growing business.
eChoice chose Generation-e to provide them with a 3Com NBX VoIP platform to support their back office and call centre operations. During Generation-e’s unique “Joint Discovery Process (JDP)™”, all of the functional and implementation requirements of the new system were completely documented. The system was built and delivered to the JDP specification. The NBX deployment was run with the legacy PABX in place and a managed cutover ensured no downtime at all during the migration.

Business Impact

eChoice continues to grow its investment in VoIP with 3Com and Generation-e.