Sydney | Canberra | Melbourne
+61 2 9430 9800
Follow us

Syndeticom
Cloud Migration &Unified Communications Platform

Telephony migration from an ageing premise-based PABX system to 8×8, a leading cloud telephony platform.

Spinal Cord Injuries Australia

THE CHALLENGE

Spinal Cord Injuries Australia (SCIA) is a member-based for purpose organisation, supporting people with a spinal cord injury and other physical disabilities for over fifty years.

SCIA approached Syndeticom with an ageing premise based PABX telephony system that produced significant challenges for the business. The age of the system left spare phones non-existent, skilled technicians in the system hard to find, and service costs so high that an audit was deemed necessary.

Furthermore, SCIA’s demand for conference calls with many users meant another communications system was required in addition to the PABX, which could not cater for this need.

Spinal Cord Injuries Australia

THE SOLUTION

Syndeticom proposed 8×8’s cloud solution that would sever the heavy reliance on a telco, reduce costs and integrate with Salesforce. The 8×8 solution has a range of contact centre options meaning SCIA could start using the system in its basic form and scale up as required.

The conference call requirements were also addressed, as every telephony user can run a video call and live stream via YouTube for large audiences. SCIA employees were no longer tied to a desk and could flexibly work from anywhere.

Lessons Learnt:

It was essential to the client that the headset used by each person was specific to their needs, role and comfort level when worn all day. To this end, Syndeticom organised on-site demos by headset manufacturers, along with loan equipment, so that individuals could make informed decisions regarding the best headset fit for their needs.

Spinal Cord Injuries Australia

THE BENEFITS

The implementation of the 8×8 telephony system with call centre capability delivered significant benefits:

  • A reduction in costs, by removing multiple vendors, hardware, maintenance and support bills.
  • The move to headsets (Opex) from handsets (Capex) produced further savings and efficiencies in a single monthly bill.
  • Operational improvements were gained through the increase in functionality offered by the 8×8 suite, including a professional contact centre solution, with reporting and visibility, as well as a large selection of open SIP endpoint device support, such as Polycom, Cisco and Yealink.
  • Easy to use integrated video platform, access to statistical information such as call volumes and wait times .
  • Given the national nature of the organisation, there were other important gains: a single support contact for escalation of issues, same day onboarding for new users, a device-agnostic software client for users, same day onboarding of multiple sites and zero-downtime crossover from the old system.
  • Anecdotally, staff reported increased feelings of connectedness within the organisation.
From our Client

TESTIMONIAL

“Syndeticom was instrumental in the transition of our phone systems, from PABX to 8×8, they held our hands to ensure the transition was a smooth one. They recommended 8×8 from the very beginning as they knew from our requirements that this system could deliver everything we needed.

The fully integrated features such as video conferencing, Team Chat (internal messaging and chat for staff), call centre statistics and reporting have transformed many of our internal communication processes and really streamlined the way we work. Our staff are often out-and-about visiting clients and so the ability to use 8×8 via mobile is also an important feature.

Having headsets linked to the cloud rather than traditional telephone handsets have enabled more mobility – we can operate from multiple locations and were easily able to transition to working from home during the COVID-19 pandemic.

The team at Syndeticom are always happy to chat and discuss our requirements, we can rely on them for their technical expertise. They are easy to work with and I wouldn’t hesitate to recommend them as an 8×8 telephony service provider.”

Cobie Moore
Communications Coordinator, SCIA

Syndeticom are Digital Infrastructure Specialists, offering a wide range of solutions across multiple industries since 1992. With four offices across three states, Syndeticom are favoured providers for both Australian and international clients.

EXPLORE OUR OFFICES

CONTACT US

Sydney, Canberra, Melbourne
+61 2 9430 9800

FOLLOW US

NEWSLETTER

Get the latest newsabout Syndeticom