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AMG Consultancy Services Ltd
NCS helps AMG Consultancy Services optimise its telephony capabilities, improve productivity and significantly reduce costs.
Solution
A Transformative Unified Communication Solution combining the implementation of a Cloud based Telephony Solution with fast reliable connectivity and a host of collaboration features to offer greater business flexibility and management.
“The unified solutions from NCS delivered at every level from connectivity to functionality, plus it’s flexible enough to meet all of our needs now and in the future.”
AMG faced increasing limitations with their current Panasonic PBX system.
As one of the UK’s leading one-to-one health care specialists, AMG provide highly trained and experienced staff, including qualified nurses and care workers, for a wide range of healthcare services. They are a major provider of flexible temporary staff to the care industry, working with both public and private sector clients to ensure that unplanned staff shortages do not get in the way of delivering the highest standards of care to vulnerable people across the Midlands.
AMG have 8 sites across the Midlands, spanning from Crewe to Lincoln, caring for over 250 vulnerable people from each site. One of their main aims is to make it as easy as possible for care providers to arrange short or long term temporary staff cover. As their operational requirements evolved AMG faced increasing limitations with their current Panasonic PBX System, they had a number of challenges including enabling remote working for Managers and Directors. Due to constraints of the outdated technology AMG relied on cumbersome diverts to mobiles, which during COVID became increasingly unstable and problematic.
As well as the many functional constraints, the system was costly to maintain and call charges from their existing supplier were extremely high and rising exponentially with very limited management visibility and control. In addition, their existing communication infrastructure was insufficient. Due to dated broadband and cabling, AMG were facing impacts on reliability which was ultimately affecting productivity and customer service.1
AMG required a forward thinking integrated solution.
For an organisation whose services are critically dependent on responsiveness of its communications, it was clear from the outset that AMG required a forward thinking integrated solution. Our approach centred on providing AMG a technology driven, unified communication solution that would enable AMG to meet and exceed their customer service goals.
Looking at everything from the system to the speed and reliability of connectivity, NCS worked closely with AMG to fully understand their business’ operational needs. Following an in-depth review, we recommended that AMG move to a cloud-based telephony solution offering a more robust and functional solution that could bend and flex to allow them to meet their everchanging operational needs.
Based on the specific challenges facing AMG, the flexibility and control offered with Gamma’s Horizon hosted solution provided the perfect solution. As well as providing a high quality, secure solution it also allows for added features such as remote working, call management and greater management control.
Connectivity was integral to our solution. Continuity and reliability of connection is of paramount importance to AMG and the vulnerable people who rely on their services. By adding 2 new leased lines and future proofing their business broadband AMG benefit from a dedicated service with uninterrupted high-speed connectivity to keep their organisation connected.2
NCS have implemented an effective and future-proofed telephony solution for AMG.
Working closely with AMG across 8 sites throughout the installation process, our technical team miraculously planned the switchover ensuring a seamless transition with the very minimum disruption to their 88 user and patient critical operations.
With the Horizon Cloud-Hosted Solution implemented and new leased lines in place, AMG have greater reliability, are more responsive to incoming calls, handling multiple calls at any one time with no limitations. The new handsets have helped improve voice quality and increased productivity, with a range of user-friendly features including one click to dial to other AMG sites/users.
Gamma Collaborate technology has given AMG the flexibility to transition from office to mobile working quickly and easy, allowing calls to be handled from anywhere whilst ensuring a seamless journey for the customer and user.
As part of the solution NCS set-up Gamma Horizon Management reporting, giving AMG complete visibility and control over its entire system. Accessible from anywhere this easy to use, online platform gives AMG complete flexibility and enables them to be completely self-sufficient in managing their requirements allowing them to react quickly to changes in demand and operational requirements. Using the online system, they can easily set-up call diverts and add users.
In summary, NCS have implemented an effective and future-proofed telephony solution for AMG. The change has not only transformed how AMG operate, delivering outstanding results for staff, management and customers. The unified solution provides significant financial benefits with fixed costs, inclusive call charges and costs for site-to-site calls completely removed AMG have realised substantial costs savings and will continue to do so moving forward.
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