Peoples Natural Gas (PNG) has selected Siemens Enterprise
Communications to upgrade to a robust communications, contact center, and
unified communications (UC) environment.
Additionally, the solution includes an IVR, disaster
recovery and business continuity built into the design, and audio, video and
web conferencing.
To meet PNG’s needs, Siemens Enterprise Communications’
offering provides reliability, flexibility and scalability. PNG currently provides
energy to more than 359,000 homes in Western Pennsylvania and selected the
solution based on a redundant OpenScape Voice in the data center and a disaster
recovery site for quickly and easily adding users into the PNG communications
infrastructure.
“We decided to partner with Siemens Enterprise
Communications for our communications platform based on three key
reasons,” said Nagy Nagiub, manager, Voice and Data Networks at PNG.
“First, we had personal experience in working with
them in the past and knew their technology was proven. The second reason was
the robustness of their offering, which included voice, UC, IVR, contact
center, disaster recovery, UM and the experience and ability to integrate with SAP.
We knew they could install, integrate and provide training for the entire
system. The other vendors could not meet all of PNG’s requirements. And lastly,
the price was very competitive,” Nagiub added.
PNG had just a year to start an entirely new company,
including deploying new voice and data infrastructure along with SAP and hiring
call center personnel.
With a commitment to acting as a strong community partner
and helping fuel economic growth in Western Pennsylvania, PNG moved quickly to
hire new employees for all areas of the business in order to be ready to start
taking customer calls by June 27, 2011.
In its due diligence, PNG contacted various vendors to
assess their communications infrastructure solutions and ability to execute on
the complex deployment before the deadline.
Some employees at PNG were already aware of Siemens
Enterprise Communications’ solutions, having done business with the company in
the past. With proposals from three other major vendors, PNG ultimately chose
Siemens Enterprise Communications.
“PNG needed a complete communications solution that
would help the company serve its customers better today, as well as allow for
easy scalability as the company grows,” said Chris Hummel, CMO and
president, North America for Siemens Enterprise Communications.
The OpenScape Contact Center solution provides immediate
impact with its array of capabilities. Plus, because it is built on the
OpenScape UC Server, an open, standards-based solution, it offers the
flexibility and scalability the company needs to be poised for growth in the
coming years.
By Telecomlead.com Team
editor@telecomlead.com
