Oracle CMS offers 24/7 inbound/outbound customer service, with 500 lines into its head office. “Our phone system is the lifeblood of

our business, so we require a high quality connection and can’t afford any outages,” says Unal.

To ensure it maintains its 99.999% uptime, Oracle CMS has relationships with multiple carriers. But when it came to selecting a lead

telecommunications provider, it needed an innovative partner that not only provided the capacity and audio quality, but also flexibility

and scalability that could be changed in an instant.

“We move quickly and so do our customers. For our call services, we need the flexibility to change the number of lines into our business at

short notice, this is often problematic for a large telecommunications provider.”

C A S E S T U DYO R AC L E C M S

PICKING THE RIGHT

TELECOMMUNICATIONS PROVIDER

FOR YOUR CALL CENTRE IS

IMPORTANT FOR AN EXCEPTIONAL

CUSTOMER EXPERIENCE,

BUT IT IS PARAMOUNT

WHEN DISASTER OCCURS.

www.voicelogic.com.au1300 864 235

Customer management services business, Oracle CMS, benefited from its partnership with Voice Logic when it experienced a fire in its head office.

Oracle CMS provides specialised customer management services for its clients, who

range from retail, hospitality and medical through to local and state government

bodies. With over 200 staff and 450 clients, Oracle CMS has and continues to

grow at a rapid rate.

“Our clients come to us with an issue and we find a way to solve their

problem”, explains Metin Unal, Director, Oracle CMS. “We want

our clients to succeed, so we develop solutions to best fit their needs,

whether it be process improvement through automation or delivering

exceptional customer experiences. We can provide solutions across a

variety of platforms including phone, email, and the web.”

THE CHALLENGE

“We treat our clients’ businesses as our own, and we wanted a

partner that would do the same for us,” says Unal.

Voice Logic, a voice and video communication specialist, was

chosen as the lead telecommunication provider as it shares the

same values for innovation and high quality service delivery as

Oracle CMS.

“We won’t be in business if we can’t innovate, we need to provide

cost effective automation to our customers” continues Unal. Voice

Logic provides Oracle CMS with SIP trunking over a private

network to ensure a quality end-to-end connection as well as

custom-built automated solutions, ranging from call recording

and time sheet applications, through to automated call service

with gift cards and registration for out-of-service parking meters.

With its own team of experienced engineers, Voice Logic is able to

design, build and support custom solutions, in addition to fulfilling

Oracle CMS’ capacity requirements.

“Voice Logic is available 24/7 and you speak to a person with the experience and expertise to resolve your issue or request instantly. We had a new customer who estimated its number of calls per day as 800 when it was actually 10,000. Voice Logic was able to increase our capacity within 20 minutes of our request being made. Other larger providers can take as long as 12 weeks to deliver this service”, says Unal.

Voice Logic’s availability and speed of service was never more

important than when Oracle CMS experienced a fire in its head

office during the night which took its entire operation down.

“We had partnered with Voice Logic for its innovation and high

level of service, buts its back-end capacity and ability to change

our services in an instant saved our business from disaster. With

a total downtime of just 1 hour and 53 minutes, most of our

customers weren’t impacted or even aware that any issue had

occurred.”

With Voice Logic’s solution already in place Oracle CMS was

able to activate its disaster recovery plan. “As an interim measure

Voice Logic diverted Oracle CMS’ incoming calls to other sites,

which provided minimal downtime for their phone system. From

there we forwarded the incoming calls to Oracle CMS staff

members mobile phones, which allowed us to provide continuity

of service to their customers,” says Keagan Corcoran, Operations

Manager at Voice Logic.

“By using Voice Logic, Oracle CMS were able to take advantage

of multiple carrier connections, bypassing the need to rely on typical

carrier setup times and allowing virtually immediate configuration of

services” adds Corcoran.

Unal concludes “Voice Logic is an important partner and treats

our business as it would its own, providing a quality solution, 24/7

service and fast turnaround. This allows us to deliver exceptional

customer service everyday, even when our business is faced with

disaster”.

www.voicelogic.com.au1300 864 235

C A S E S T U DYO R AC L E C M S

THE SOLUTION THE RESULTS