MIM Services Ltd., based in Limassol, Cyprus, is the management company for MY MALL, the largest shopping mall in the country. Since opening in 2009, the mall has developed a strong franchise value, attracting some of the world’s leading retail brands. It’s also an urban social center, integrating food, high-street fashion, leisure, entertainment and more.
At the center of so much activity, the 13-member MyMall management team needed low-cost robust communications, with a phone system that offered call management and controlled routing functionalities.
But the company’s legacy Panasonic PBX didn’t offer many of the features that the team needed, and calling costs were too high.
MyMall Assistant Manager Ekaterina Panayi shopped around, but eventually chose the 3CX PRO Edition to cut costs and get a rich selection of features.
“3CX is the future of telecommunications. It’s a reliable system that caters to the needs of a modern organization,” Panayi said.
3CX’s PRO Edition software-based Phone system works with SIP standard based IP Phones, SIP trunks to provide least cost calling and inexpensive maintenance – avoiding the high charges and management headaches of the company’s ‘old style’’ PBX.
Installation by 3CX Partner Spa Data 4U Ltd. was quick and required little downtime. The open standards-based PBX proved easy to learn, and the company’s 11 Gigaset and Polycom IP Phones were configured automatically.
Calls travel over the data network and use SIP trunks to join the PSTN using the route with the lowest charges. IP Telephony also makes calls between workers entirely free, and they can receive them anywhere thanks to single portable extensions, softphones and smartphone clients.
3CX’s rich set of call management features handled voice communications, while a full set of Unified Communications features made communications among employees instantaneous and seamless.
3CX’s rich set of features provided the call handling functionality that MyMall required, and much more.
The Phone System includes an auto-attendant which sends calls to the right destinations automatically. Managing the system is easy and requires no special training, as it is done with a few clicks from the system’s web console. A powerful switchboard function and queue manager enable high volume call handling.
Workers save time as callers are identified automatically, and client information can be linked to the caller ID to improve customer service. Calls are never missed, as callers can hang up and retain their position in the queue.
3CX Pro Edition reduced MyMall’s calling costs by 80 percent with least cost routing. Mobile costs were slashed with smartphone clients for iOS, Android and Windows phone 10.
Each MyMall worker was provided with a single telephone number, and it is portable: They could take their single telephone number with them, using it remotely. Cross-Office presence notification saved communications time.
The complete call center included in 3CX Pro Edition managed client call volume and queuing. 3CX Pro provides powerful reporting features, giving management access to detailed information. These reports deliver key information on queue, team, SLA and callback statistics, call distribution, abandoned calls and other reports, providing businesses with real-time data for improved staff performance.
MyMall could also integrate its CRM software so that important client information was instantly available: 3CX inetgates with Salesforce, SugarCRM, Google Contacts Microsoft Dynamics,Act! and more.
And real-time web conferencing was made possible for all MyMall employees; with PRO Edition; up to 25 workers can join an audio or video conference at a time at no extra cost. Workers can also share documents, share screens, or collaborate on a white board.
With its in-built failover functionality, MyMall doesn’t risk losing time with the system down. Restoring the PBX entirely takes only a few minutes.
“3CX supports our management in every way,” Panayi added.