Case Study

ecwebworks Rings Up Savings with Networked Telephony Solution

Customer Profile
Company: ecwebworks
Location: Burlington, Canada
Founded: 1996
Employees: 25

The Problem
ecwebworks, a web-based service company, was growing and relocating to a new facility when they decided to evaluate their communications system for their new offices. The old legacy phone system was not reliable, costly to maintain, and lacked the features, such as unified messaging, required for delivering customer service. ecwebworks had a booming business and needed the communications system for 24/7 customer service.

After evaluating a wide range of market-competitive Voice over Internet Protocol (VoIP) solutions and legacy systems, ecwebworks selected the 3Com® NBX® 100 Communications System to deliver dependable, 24-hour support to its clients. Simplicity of operation and cost were two key considerations in ecwebworks' decision to implement the NBX 100 system.

The Solution
3Com® NBX® 100 communications system which provides an integrated, IP-based voice and data network and supports all the company's telephony needs.

The Benefits
The capabilities and flexibility of 3Com Canada's NBX 100 networked telephony solution allows ecwebworks to connect its home or office-based technical, sales and customer service employees with its clients through the call forwarding, unified messaging, automated attendant and other advanced telephony features offered by the NBX 100 system.

According to ecwebworks, the company has achieved a cost savings of $65,000 per year from installing the NBX 100 system. The system's automated routing capabilities ensure that every customer call is logged and addressed promptly. The extra ability to deliver services with no downtime means that a customer's call is never missed.

The 3Com NBX platform delivers premium-quality, full-featured telephone communications over Ethernet local area networks (LANs). The NBX 100 communications system converges voice and data traffic over the same wiring infrastructure. NBX handsets, which users operate like conventional telephones, are in fact network devices that connect to the LAN, as do PCs or printers.

With the NBX solution, small businesses can afford to buy and operate integrated computer/telephony communication systems for complete call-center capabilities. In the case of ecwebworks, they use this service to identify callers, and are sometimes the "face" to their customers' customers.

The 3Com NBX system allowed ecwebworks to deliver 24/7-customer service, save money and have a scalable communications system.

3Com and NBX are registered trademarks of 3Com Corporation.