The company is dedicated to control and supervise all sales contracts and transactions between the general public and the Dominican Republic government.

Company

General office of Public Contracts (DGCP) Dominican Republic

Country

Dominican Republic

Case proposed by

Aiatek (Elastix Gold Reseller)
Author: Alfio Muñoz - ECE

Initial situation

The Institution acquired a new building to transfer their operations. They didn’t have any kind of communication infrastructure or IP PBX.

Request

They needed an IP PBX to make inbound and outbound calls. In addition, with the IP PBX, they can control their used minutes, monthly assignment of minutes to some employees for cell phone and long distance calls.

Instant messaging between the employees to help and improve the communication.

Fax server with assignation to several DIDs. Call Center system to manage the incoming calls to the help desk department, (this department is in charge of giving assistance to the state suppliers).

Management of remote extensions and two remote access when a executive is traveling or on vacation.

Description of the implementation

The implementation was configured with an Elastix Unified Communications Server with all of their features and components. One of these components is the integration between a2billing and Elastix, this allows the automatic assignment of minutes per month to authorized persons.

The implementation of an ISA Microsoft Server was made in order to publish the IP PBX in a secure way. We take advantage of this capability to enable the implementation of Openfire (The instant messaging server that comes in Elastix) to allow the registration of employees outside their offices and permit Internal Instant Messaging communication.

The Fax to email service was performed the assignation of different DID to virtual faxes per department; this allows that every department receive faxes to their emails in an independent way.

We assigned different DIDs to virtual faxes to allow their reception by department and independently.

We also implemented the Elastix Call Center Module for help desk. This Call Center manage inbound calls and its integrated to the CRM Vtiger. The Vtiger storage all the different suppliers of the Government that call the institution.

Number of concurrent calls

200 concurrent calls

Number of users

The amount of users with IP phones are 70 and 15 users use Softphone with X-lite, all with SIP technology.

Telephony integration

The server uses two digital T1 lines each one with 24 channels and a SIP trunk line with 24 additional channels.

Principal features of the implementation

- Unify instant messaging
- Call Center module
- CRM
- Local and remote extensions
- Fax server
- Billing and call control
- Other optional services

Especial characteristics

We developed a program (AGI) to capture the different options of the callers when they navigate in the IVR, this is useful for the agents who receive calls to know specific selections of the callers and increase the level of attention.

Initial investment

USD$35,000 American Dollars

Conclusions

Elastix fit like a suite for all the requirement of the client because all their needs and some additional needs of the institution where covered and satisfied.

Also, because of their flexibility this was the ideal product for this kind of implementation.

Qualitative Benefits

The suppliers of the state felt an important improvement on the quality service due to the high availability of the institution now.

The employees can communicate in a effective, transparent economic way even when they are traveling.

The establishment of a new, organized and standard data base with information of all the suppliers.

Cuantitative Benefits

The client recovered their investment after 11 months of the installation of all the project.

The Call Center used to be managed by an external entity and due to the incorporation of this system to their daily operations it contributes a significant saving.

The monthly billing control brought important savings because before this there was no control for this type of costs and there was no way of knowing what user did what call.

The use of remote extension by the employees and officials.

The same solution with license alternatives offers a price near USD$115,000.

Final Conclusion

Elastix is a high quality product with unimaginable benefits and functionalities. The institution could gain all of its features at a lower cost and at the same time could have a fast ROI.

Implementations of this nature must be always executed by certify staff so the project will be a successful reality.