Selected Client Portfolio
iGroup (new Metro Call Centre)
Imperial Auto Parts
“For many years, H L Hall & Sons had a legacy PABX system which adequately served our needs. As time went by, it became progressively harder and more expensive to maintain copper lines to some of our outlying offices. As a temporary solution, VBX Telecom installed a small VBX VoIP PBX system which integrated to our legacy PABX and effectively replaced remote analogue phones with VoIP phones, utilising our fibre-optic and wireless-based data network. As time went by, additional remote phones were added to the VBX VoIP system.
While this hybrid solution served its purpose, we realized that we were losing some of the potential features and cost-savings potential of a full VoIP system. We invited quotations from multiple PABX vendors, and selected VBX Telecom to replace our full telephone system. The VBX system has been in place since January 2011, and we have experienced many benefits of a VoIP system, including full extension-level integration with sister companies in Johannesburg and Pretoria. We have installed VoIP telephone extensions of our Nelspruit VBX in our UK offices.
The features we specifically use are:
- Incoming call answering (voice menu / dial extension number directly) to distribute incoming calls
- Voice messaging with email notification
- Call forwarding (including to external telephone numbers)
- Wireless telephone connectivity
These features contribute to substantial indirect cost savings and an improved ability for callers to contact the required person.
Our wireless enabled cell phones are programmed to automatically connect to the VBX system when within wireless range,
making the cell phone an extension on the VBX system. Calls then made from the cell phone are automatically routed via
the VBX system in the most efficient / least cost manner. Incoming calls also ring on the cell phone. This wireless connectivity
is not only a convenient function, but also results in a cost saving.
Prior to the VBX installation, Bird Machines had a Diginet line between our Nelspruit office and branch office at Bethel.
This line carried data as well as VOIP between the offices. VBX identified the opportunity to re-route this connection together
with the VBX VOIP through a VPN over our ADSL lines. This enabled us to cancel the Diginet line at a direct cost saving
of R5 000 per month.
The monthly cost saving on calls varies as the total cost saving is dependent on the number of calls made, which varies greatly
in our case. It is, however, clear is that there is a substantial saving per call routed over the VBX VOIP lines vs. the comparative
On our previous analogue telephone system, we had made use of premi-cell units to affect cost savings on outgoing calls
to cell phone numbers. The VBX system handles this routing effectively, thus maintaining this saving.
(Our call cost thus routed is marginally less than if routed via the VOIP line).
In general we are quite satisfied that the choice to install the VBX system at our offices was a good choice.
The system is stable, and provides functionality and costs savings we would otherwise not have enjoyed.”
This is just a big thank you for the exemplary service received from both you and VBX regarding the installation of our switchboard. The prompt and efficient service received from you and your support team is greatly appreciated, even the afterhours call outs and assistance we have received has been remarkable. We are truly grateful that we now have a switchboard system installed which meets all our needs both currently and with the future growth of our company. I would be happy to recommend VBX to any potential client.
- Jackie East Majo Brokers (Pty) Ltd
- Deon Botha | Operations Executive
Alert engine parts (Division of the Imperial Group
integrated to our legacy PABX and effectively replaced remote analogue phones with VoIP phones, utilising our fibre-optic and wireless-based data network. As time went by, additional remote phones were added to the VBX VoIP system.
While this hybrid solution served its purpose, we realised that we were losing some of the potential features and cost-savings potential of a full VoIP system. We invited quotations from multiple PABX vendors, and selected VBX Telecom to replace our full telephone system. The VBX system has been in place since January 2011, and we have experienced many benefits of a VoIP system, including full extension-level integration with sister companies in Johannesburg and Pretoria. We have installed VoIP telephone extensions of our Nelspruit VBX in our UK offices.
The biggest advantage of moving to a VBX system has been the cost savings realized.
Lombard Insurance Case Study
VBX Case Study with Lombard Insurance: From the CIO’s desk:
The criteria that we used in selecting the system:
Lombard needed a new PABX system due to the limited functionality and support our existing system provided. For this reason, when we started exploring the market for a new system, we placed a lower emphasis on the cost of a new system. Our primary focus was to find a system that could offer us the functionality and flexibility we needed over the next few years.
VBX offered this ideal solution. Not only did VBX offer the VOIP, and low-cost routing solutions we sought, but the technology they used are tried, tested and highly flexible. We also saw that the VBX solution would give us a workable solution in respect of disaster recovery.
How VBX responded:
VBX responded by doing an extensive assessment of our current call volumes and requirement. They provided a quotation containing:
- The cost of purchasing the VBX 1000 PBX and handsets The cost of renting the VBX 1000 PBX and handsets
- The cost of their service contract supporting our ongoing needs The cost savings we should incur monthly once we utilise the VOIP and low-cost routing option.
- VBX supplied the above with a mutual understanding that the installation and configuration of the system will be uniform for the entire business.
- This would ensure more effective operational support to all users throughout the company.
How the installation took place and the work that Lombard & VBX did together in evolving an effective dialling plan and the effect that this may have had for users at Lombard:
The installation was completed in four phases:
Installation of the hardware (server and phones handsets) with a suitable switchover from the old system to the new
Call routing/ dial plan installation and voicemail setup. We initially used the voice of one of our staff members during the test phase. In line with our group culture of excellence in whatever we do, we employed Ntokozo Mbuli, a presenter on 50/50, as the voice of Lombard.We designed the IVR (Intelligent Voice Recording) in such a way that we don’t need to call her every time a new staff member joined.
Low-cost routing and VOIP. The low-cost routing was quite simple since we only operate from two offices
Soft phone installation and user mobility
Using the Mind Manager Pro7 software during installation was key to our success; this allowed Lombard to effectively communicate what it required in respect of dial plans from VBX.
We divided our instructions into four sections:
1. Call Pick-up groups
From the sample below, we divided our staff into 19 pickup groups.
This for example allows the four staff members who sit close to Katleho to easily pick up Katleho’s phone should he not be at his desk.
2. Dial Plans per extension
We drafted a relatively standard dial plan per staff member showing how incoming calls should be handled. In James’ case, he phone would ring for 10 seconds after which the IVR would we activated. In this example, the IVR would give the caller an option to either speak to someone else in James’ team, or leave a message.
Should the caller decide to leave a message, the message will be mailed to James’ inbox in the form of a wav-file. The danger always exist that James is on leave and that no-one is around to check his inbox for messages. This was done based on the premise that James has to forward his telephone to someone else, should he be away from his desk for an extended period of time
Should the caller decide to speak to someone else, the call would be transferred to a blast group – in this case blast group 805.
3. Blast Groups
When a call is transferred to a blast group, the call rings at all the extensions in that group simultaneously.
4. How VBX has supported the installation and what you believe the installation offers your clients:
To us it was quite important to sign a Service Level Agreement (“SLA”) with VBX. The SLA specifies how to classify each type of problem that we encounter, and how soon this should be resolved. Fortunately, we have never referred to this SLA due to the swift way in which operational support and maintenance issues are handled by VBX’s tech team.
Due to the solid design of the dial plan, very little support has been so far except where we wanted to specifically amend the system, or where new staff join.
Our monthly phone bill has been reduced drastically by around 40% at average. We attribute this to:
- Low cost routing and using voice over internet protocol
- Due to effective reporting to managers on the use of telephones within each department, certain staff who previously abused the use of the telephone system for personal use was identified.
CIO Information Technology Lombard Insurance Group