CYTEL.iBX case study:
Technische Werke Schussental

As a modern business, the Technical Service Schussental (TWS), with about 100 employees are engaged in the fields of energy, water and services. The TWS Schussental are committed to the preservation and improvement of the quality of life in the region. The aim of TWS is, to provide the greatest possible security of the high-quality supply of energy, water and services to the people. The customer proximity is a self-evident matter for TWS as regional acting company. Information on how to act energy-efficiently, about innovative technologies and promotions by TWS are available on forums, events and regional fairs.

The challenge - an outdated PABX

The existing Alcatel phone system came from the 70s and was completely outdated. “It was difficult to obtain replacement equipment or new system phones for new colleague.”, remembers Frank Thurner, head of IT. “Moreover, there were only a few service companies were be able to maintain or make modifications to the existing PABX system.” The impact for purchasing a new telephony system was due to the construction of a new office building in August 2006. The new building is equipped with a high-end network infrastructure. The next step to renew the outdated phone system by a modern system solution, was a logical consequence.

In the three-month evaluation period, TWS where having clear requirements on the new phone system. These included in particular a high level of reliability, because the emergency call systems are running on the new PABX, as well as a seamless integration into the existing information management system Consolidate C4. Incoming call distribution, an intelligent and intuitive handling was taken for granted. TWS focused primarily on traditional ISDN and hybrid systems of various manufacturers, and on the software-based purely VoIP telephone system CYTEL.iBX. The selection criterias are customer references, personal presentations, purchase price and service.

The decision by TWS

CYTEL.iBX VoIP PABX for Microsoft® Windows® with 30 external ISDN-lines and 32 internal lines. As desktop CTI-client CYTEL.iBX Office were installed to control the IP phones; on detail: 140 pieces snom 320 and snom 360 IP phones. The connected headset (cordless) are Plantronics CS60. To ralize the Dect network a phone system from Avaya where connected to the main system CYTEL.iBX. The step to use Avaya as dect network was necessary, because the market could not provide a sophisticated SIP to Dect solution at that time.

The installation of the VoIP telephone system CYTEL.iBX were accomplish directly by the manufacturer. At the same time, the IT manager Mr Thurner were trained on CYTEL.iBX, so that the maintenance and administration of the new and modern telephone system could be moved to the TWS-IT department. The result is the reduction in running costs for the maintenance, support and enhancements and changes to the telephone system. The optional and cost-effective upgrade contract guarantees that TWS always receives the latest PABX relaeses.

Rollout and Conclusion

Due to the excellent project planning by Mr Frank Thurner, IT manager at TWS and the possibility of CYTEL.iBX to complete many configuration settings in advance, the actual rollout for about 140 desks (some with headsets), and approximately 60 Dect terminals could be finnished within 1.5 days. The installation of the CTI client CYTEL.iBX Office was done by Mr. Frank Thurner on their own, after the move into the new building.

„We are very satisfied with the new telephone system CYTEL.iBX. The solution has been running since September 2006 is very stable and intuitive to use. Important to succeeding in such a complex project is a precise planning period. This concerns in particular the organization of inbound call distribution, the construction of the emergency hotline and the optimally and profitably integration of the multitude of new functions into the business processes. CYTEL.iBX improved our business in many ways - on significant is the excellent integration of CYTEL.iBX in our document management solution Consolidate C4. New was the "suddenly increased" telephone revenue. This was easy to explain: the intelligent call inbound routing ensures that the customer always reaches one person to talk to. Previously, the caller often heard the busy tone. This makes obvious that our new VoIP telephone system CYTEL.iBX makes a contribution towards to increase our service and accessibility for our customers.„