What We Do
We deliver on-time and on-budget and our work is guaranteed. ICSolutions has completed many different projects with a wide range of requirements and specifications.
Please click to expand each case study below for examples on how we have tailored a solution specifically for these organisations. If you require more information on our services or would like advice on how we can help you choose the rightAi??solution for your business please do not hesitate to contact us.
Case Study 1 – Sunshine Coast TAFE
TAFE have 6 campuses located on the Sunshine Coast, Queensland. They required an IP Phone System that, first and foremost, was cost effective, while controlling up to 1500 handsets running over a Unisys managed network and be easily managed by TAFE internal IT staff. Calls made internally were to be free from cost, utilizing SIP; outbound/incoming calls were to be controlled through Telstra exchanges and onramps at each of the TAFE campuses. Full redundancy or failover was required as outlined in their brief. Existing cabling and Cisco switches was to be used with little or no budget set for upgrading. To add to the complexity of the project, TAFE required a fully functional A?ai??i??E?Call CenterA?ai??i??ai??? application that monitored and reported to management on incoming calls and their 15 agentA?ai??i??ai???s daily activities, all in real time.
A national tender was called through GITC.
While a variety of PBX platforms were considered by ICS, Mitel with their considerable support facilities, enterprise solutions, vendor supported software and proven reliability was the obvious choice for ICS to partner with, knowing full well that other vendors would be aggressively vying for this high profile account.
Working closely with ICS Software Engineer Manager, Damien Saron and Senior Sales Consultant Joanne Devers, Mitel outlined hardware and software requirements ensuring a seamless transition to the new Mitel platform should ICS be successful.
ICS was awarded the contract due to the proximity of our offices, our knowledge of the TAFE infrastructure and our excellent working relationship with Mitel and Telstra.
ICS installed 4 Controllers over 6 sites, operating 680 IP Mitel handsets. Full redundancy was achieved by installing Mitel controllers with duel power supplies and hard disk drives. In addition, all handsets have the ability to A?ai??i??E?seek outA?ai??i??ai??? an operational Mitel controller located in other Campus sites. If lines into the campus are severed the final stage of redundancy is to take the outbound calls out over TelstraA?ai??i??ai???s Next G network via 3G Dialers.
The Call Center is fully functional with over 400 reports available to Management on daily activities.
Free calls are achieved Campus-to-Campus utilizing SIP and a 4 number extension number.
Three months after being awarded the tender contract, ICS commissioned the Mitel without delay and ahead of schedule.
Case Study 2 – SunCoast Cabs
SunCoast Cabs had an antiquated phone system that did little more than handle the thousands of calls that came into their premises to book a cab every week.
SunCoast Cabs required a robust, easy to use phone system that integrated to an existing database of over 20,000 names and addresses. In addition a 15 seat A?ai??i??E?Call CenterA?ai??i??ai??? needed to be fully managed and reported on, on a daily basis.
Cost of ownership was an important consideration by the Board of Directors and the internal stakeholders of the project.
Comprehensive IVR software (Interactive Voice Response) was required that could seamlessly route calls through to Agents at the Call Centre or, should the incoming number be recognized by the database, interact with the caller to confirm current address.
Phone system redundancy was a prime requirement as was local support and on-going management of the selected system.
Future requirements (wish list) included deployment of wireless internet access into each of the 190 vehicles currently operated under the SunCoast Cabs banner and the management of over 200 mobile phones.
Due to the nature of this business, the on call agents needed to be notified as incoming call traffic intensified while Call Center reporting identified the peaks and troughs of this traffic for the following week agent roster.
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Accepting that the Mitel system would handle the traffic with ease, ICS concentrated on the ancillary software products that would distinguish our offering from our formidable competitors.
Extensive research was conducted by the ICS Sales and Engineering departments into IVRs available both overseas and within Australia. Stratum a Melbourne based IVR development company was selected to team with ICS, while the Mitel Call Center and Mitel Intelligent Que applications were selected due to the power and extensive reporting functionality of both programs.
ICS won the business after close attention to the needs of Cabs was not only achieved, but very clearly exceeded. ICS was able to demonstrate their superior after sales service and a commitment to A?ai??i??E?being thereA?ai??i??ai??? for the long haul.
To ensure continuity of supply ICS deployed best of breed products that not only complemented the Mitel but enhanced available features, these vendors and their products include Telstra, H.P. Servers, H.P. Switches, and Krone wall sockets. The Mitel system is equipped with a second hard drive and power supply that have yet to be needed.
Carvosso & Winship Buderim
IC Solutions has provided our telephone systems for many years. We recently moved our offices and IC Solutions again attended to all of our communication needs. We certainly found their tag-line, service is our strength to, again, be true. An IC Solutions technician installed all the data cabling and communication systems in our new office and supplied our new phone system. On the day of our move, IC Solutions co-ordinated the telephone number and internet number transfers with Telstra. They worked seamlessly with the Telstra technician and our IT consultant to ensure that there was minimal interruption to our business on the day of the move. Integrated Communication Solutions is a valued business partner of this firm.
Gary Hopkins Carvosso & Winship Buderim
Simple & helpful relocation
We recently relocated our tourism company and awarded the data cabling and phone system contract to Kerry and his team at IC Solutions. Our initial decision to do so was based on price, specification and a feeling that this was the right team to help us. By circumstance, our move was done in two stages and the IC Solutions team made this simple for us. Nothing was a problem and they were always available at little notice. As our business continues to grow and our requirements change, IC Solutions are very helpful with problem solving solutions and forthcoming with constructive advice. Just as importantly, our move was completed within the budget figure set at the start and without unforeseen costs incurred. I would personally recommend anyone undertaking a project like this to talk to Kerry and his team first.
Gillian Walters Sunshine Coast Destination Ltd
Highest level of customer service
We have been using the team at IC Solutions for all of our mobile phone and landline requirements for over 5 years. During this time we have received the highest level of customer service and advice and we have no hesitations whatsoever in recommending this company. Their positive and helpful approach means that we can run an efficient workplace as any problems are dealt with immediately and their staff are always available to us to troubleshoot problems, renew contracts and upgrade our systems with the least hassle or downtime. We can comfortably say what a fantastic team to have on board to benefit our workplace!
Brittany Collins Decorate by Design
Honest, hardworking & organised
ICS and Suncoast Cabs have enjoyed a business relationship for the past 5 years and we have always found I C Solutions to be a very honest, hardworking and organised organisation to deal with. When we were trying to attain the best type of phone system to cover our demanding needs, ICS were able to construct a reliable and robust system. They are always looking at account managing our fixed services, data networks and mobiles, without us having to worry about it, leaving us to get on with our daily business. I highly recommend if you are after a genuine team to help design and execute the best solution for your fixed, mobile and data needs, then you engage ICS to carry this out.
John Lobwein Suncoast Cabs
Friendly, helpful & knowledgeable
Please tell the gentleman that came out last Friday that it was possibly the best service I have received in a few years from any trade type company. He was very friendly, helpful and knew his ***t. All in all I am very happy and will only be using your company from here on in.
Tony McMahon Commfix
Tailored to suit our company
ICS was able to provide a communications package that suited us now and has plenty of room for expansion. They did all this AND reduced our call costs for our office and mobiles. Their ongoing support and speedy response to requests is another reason we are staying with them.
Mathew Macer NLT Australia Pty Ltd
The service to date for us has been better than we have experienced in probably 15 years.
Gordon Downing Downing Taxation & Business Services
Thank you IC Solutions
Just a quick thank you to you, Brendan & your team for the seamless transition to the new phone system today. It was painless & very well handled and I wanted to pass on my thanks.
Tim Johnson Sunshine Beach SLSC
Prompt & Reliable
IC Solutions installed a Mitel phone system in our business around 12 months ago. It was the first such system they installed. The combination of IC Solutions and Mitel were selected after conducting an exhaustive analysis of all available combinations of supplier/installers and system options. We chose IC Solutions because of their confidence with the product they recommended for our needs, their undertaking and commitment to make it work for us and their training and ongoing support solution. We are happy to say they have met or exceeded our expectations on all counts. The system covers multiple remote locations, integrates with our computer systems and performs reliably. The ICS team members are competent, capable, responsive, obliging and communicative. We confidently recommend IC Solutions to organisations requiring reliable, state of the art telecommunications systems and a prompt and reliable support network. Thank you Bill and team.
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