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Challenge

C.TRAC Information Solutions, headquartered in Strongsville, Ohio, assists clients with increasing revenue through innovative direct marketing and database initiatives. As a progressive company, they are dedicated to providing flexibility to their prospects and clients. C.TRAC wanted to employ VoIP technology so their employees could enjoy greater freedom and flexibility.

Although C.TRAC had been using a digital telephone system from Warwick, due diligence called for them to look at other vendors. After researching several options, C.TRAC selected a hosted VoIP system from a different vendor. After implementing the system, C.TRAC was constantly having issues with call quality, lost calls and lost faxes. C.TRAC’s hosted service provider was unable to fulfill requests for updates and service orders, and eventually left the hosted VoIP business altogether.

Solution

After examining several alternative options, C.TRAC decided to replace their underperforming hosted solution with a Mitel 5000 VoIP solution from Warwick.

With the use of IP Softphones, a software based phone on a laptop, employees can work from the office, home, coffee shop, airport, or anywhere else while on the road, with all incoming and outgoing calls originating from the company’s Strongsville headquarters. Users also have faxes and voicemails sent directly to their laptops through Mitel’s Unified Messaging application. Mitel’s Attendant Console, which is software that provides an attendant a high level of control over incoming calls, provides a “birds-eye” view of the status of all employees and how their calls are being handled.

Ultimately, Warwick was able to provide C.TRAC with a custom solution that made communicating with clients and prospects simple and efficient, regardless of geographic location.