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Despite a continued period of cautious trading conditions, where consolidation has been the popular trend, Communication-STEM's (C-STEM) total project management services have come to the fore. Capitalising on our all-round industry experience and proficiency in the convergence of telecommunications and computing technologies, we have been able to assist our customers in taking advantage of new technologies and services designed to significantly reduce communication costs and improve the efficiency of internal and external customer service operations.
Not only do we evaluate technologies on behalf of our customers, we provide and manage network services, control the relationship with the manufacturers and advise on communications technique - here is an update of how we have helped some our customers.
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Marie Curie Cancer Care |
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Marie Curie Cancer Care (MCCC) appointed C-STEM to provide a new national Nursing Operations Contact Centre solution for their new site in South Wales. Marie Curie is the UK Cancer Charity that provides cancer care through home nursing and hospices with world class cancer research, all free of charge to patients and their families. The Centre, which matches Marie Curie Nurses to patients, is critical to providing care to cancer patients allowing them to remain at home.
Following a stringent tender application process, C-STEM proposed an innovative solution designed to improve Marie Curie's ability to deal with requests for Marie Curie Nurses and to ensure Marie Curie Nurses (like all Nurses, a scarce resource) are able to make contact with the Centre easily and efficiently. This improved communication has allowed Marie Curie to increase the nursing hours it provides to cancer patients. Working with MCCC's Project Team, C-STEM's technical consultancy and network services experience has helped shape the development of MCCC's future communications strategy.
C-STEM's bid was successful in the face of competition from both local and global telecommunications suppliers. Utilising Inter-Tel's Axxess open-architecture communications platform and incorporating latest Message Blending technology, the new system brings together MCCC's three previous call-centre operations on mainland UK under one roof.
The new NurseLink Call-Centre is currently handling over 3,000 calls per day.
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Walkers Snack Foods |
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C-STEM were awarded the contract to provide structured cabling and power infrastructure services to Walkers Snack Foods distribution network depots across the country. Walkers liked the sound of what we offered and awarded this initial contract to C-STEM to compare the quality and reliability of our service with their existing supplier.
The installations, from Liskeard to Wigan were performed with military precision and we are now advising Walkers on their wider communications strategy. |
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Bristol Contributory Welfare Association (BCWA)
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Due to continued growth, this leading Private Health Insurer wanted to replace their existing Siemens telephone system. This time-around, BCWA chose C-STEM in the face of direct competition from Siemens, the manufacturer, to provide their new Sales Call-Centre and Help Desk facility.
Working with the project committee at BCWA, we designed a state-of-the-art communications system including sophisticated screen-popping, voice recording and call-management reporting facilities for the Sales and Help Desk operations. In total, the new Siemens telephone system currently provides 180 extensions across the organisation providing analogue connections to a myriad of peripheral devices. Following an extensive appraisal process, the Board decided in favour of the quality of the value-added Project Management service they had already experienced from C-STEM.
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| Midas Construction |
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Midas Construction is one of the South West's largest construction companies with Headquarters in Newton Abbott and offices throughout the South West and South Wales. As the company expanded, Midas either inherited existing telephone systems or installed new ones, leading to a disparate mix of telephone systems across the various sites.
Midas commissioned C-STEM to provide an audit of their existing systems and propose a migration path to provide more efficient communication links and services between the sites, with a view to developing a longer-term integrated communications strategy for the company.
C-STEM has recently completed the upgrade programme, involving additional structured cabling and system upgrades to fully utilise available functionality of Midas's existing telephony systems across the South West and Wales.
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New Downland Housing Group |
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Following a detailed Tender Application process, consultants acting for
New Downland Housing Group advised the Board that C-STEM had proposed the most appropriate strategy to consolidate their communications strategy across a total of 6 sites in Sussex, Kent and Hampshire.
Influenced by the performance of C-STEM's NEC installation for Broomleigh Housing Association and the quality of their ongoing support, C-STEM have been appointed to provide the entire IP networked solution including telephony, voice processing, call management and networking. |
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| Internet Video Communications (IVC) |
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How to turn a Telephone system into a Video Conferencing Exchange! As usual C-STEM pride themselves on solution delivery and when faced with such a challenge there was only one possible outcome.
IVC provide high-level Video Conferencing solutions to large Blue Chip organisations. Part of the solution that they supply is an excellent support service based around their two offices.
Working very closely with IVC's Project Team, we found a solution that not only functioned as a new PBX, but could also allow the various Video Conferencing units to 'Share' the incoming ISDN. This was a massive exercise in cost saving, as we were able to eliminate virtually all of the ISDN2e circuits that were coming into the building. The Siemens HiPath delivers the equivalent service through to the units from the ISDN30e incoming pipe.
IVC could now operate their excellent service cover at a cheaper cost to the business, and absolutely no drop in service to their clients. Oh and they got a rather nice Telephone system into the bargain as well!
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| The College Ystrad Mynach |
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The College Ystrad Mynach's Rhymney Campus, recently commissioned C-STEM to design a purpose-built Call-Centre Training Suite in their refurbished site in Rhymney at the Head of the Valleys in South Wales.
The new facility, officially opened by Rt. Hon. Paul Murphy, The Secretary of State for Wales, has provided students with realistic working environments where they can gain the qualifications and skills required to work in what has become one of the fastest growing employment sectors in South Wales.
C-STEM provided an Inter-Tel system complete with call-management software and database integration, emulating a real-life call-centre environment for students. The Call-Centre Training suite is the most advanced of it's kind in Wales overshadowing some commercial systems currently in operation. It has the ability to integrate with any database structure and has the latest statistical analysis and reporting software for Call-Centre management. The solution has been designed to enable individual companies to accurately replicate their own call-centre environments for agent and management training purposes. Rhymney College now offers training to existing call-centre staff and new students.
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These are just a sample of some of the implementations we have delivered during a highly successful
twelve month period.
If you have a similar requirement and would like us to help you, please contact us now.
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