Case Study: The Data Base Factory
Sector: SME Internet Retail
Solution: Avaya IP Office Solution

About The Data Base Factory:

The Data Base Factory offer bespoke contact centre, banking and fulfilment services aiming to provide added value for business to customer relationships through various forms of media including telephone, e-mail, fax, letter and web.

By providing specialist assistance to inbound and outbound telesales The Data Base Factory can help businesses maintain and enhance Service Level Agreements (SLA’s) delivering on time and within budget.

Solution and service provided:

The Data Base Factory and Sabre began their relationship in 2003. The Data Base Factory chose to work with Sabre to supply, install and maintain a system to cater for all their telecommunication requirements.

The solution selected was Avaya’s IP Office designed specifically for its Call Centre functionality and operation performance for running heavily used IVR platforms. By incorporating the Avaya Compact Contact Centre (CCC) software into the inbound Call Centre The Data Base Factory are now able to successfully monitor their queued incoming calls responding promptly to demand. In addition to the features listed Voicemail Pro software was installed allowing individual users to record calls if required.

Sabre were recently asked to relocate the complete system to new premises indicating a long standing relationship that had been successful for both parties.

Business benefits:

Currently The Data Base Factory is running 40+ users and benefits from the following IP Office features:

Skills based routing, Voice Recording, Voicemail Pro, Avaya IVR Platform, Call Reporting, Call Queuing Compact Contact Centre

What The Data Base Factory said about Sabre Telecom:

“The Data Base Factory has worked with Sabre Telecom for a number of years. We have enjoyed a successful relationship with the Sabre team, including a recent move to new premises and continued support of our communication infrastructure. I would be pleased to recommend Sabre Telecoms to any prospects as a highly skilled, friendly and professional company. If you require any further information please do not hesitate in contacting me directly.”

Kevin Clark
IT Manager

Download The Data Base Factory Case Study .pdf version