Auchan

VoIP Solutions Scaled for a World Leading Retailer

Customer Needs

Reduction of the total cost of ownership (TCO) for its telephone system:

  • Replace all disparate systems with one centralized and standardized communications network for all French sites
  • Lower PBX maintenance costs

Reduction of operating costs

  • Centralize telephony operation and control
  • Preserve the independence of each site
  • Lower communications cost

Availability of services for all users:

  • Standardize communications services and streamline their usage
  • Integrate e-business applications with IP communications architecture
  • Implement user-friendly solutions offering redundancy and availability
  • Overall objective: zero defects

Solution Components

  • 176 Mitel 3300 IP Communications Platforms (ICPs)
  • Mitel Enterprise Manager supervision platform and XML API
  • Mitel Customer Interaction Solutions
  • 24,000 extensions featuring the Mitel 5220 IP Phone (dual port with a multi-line display)
  • 11,000 IP-DECT extensions featuring the Mitel OpenPhone 27
  • 25 PC-based attendant workstations featuring the Mitel 5500 IP Console
  • 800 IP-DECT terminals
  • Voice mail for all users of internal telephone communications over the WAN / LAN IP network

Scope of the Project:

176 sites in France

  • Central sites (company headquarters, regional headquarters, central purchasing agency)
  • Stores (superstores and supermarkets)
  • Logistics
  • SAV
  • 35,000 VoIP extensions, including 10,000 IP-DECTs
  • 15 contact centers

Results

  • Return On Investment (ROI) corresponding to the set objectives: 20% minimum
  • Standardized and future-proofed communications network
  • Reduction of operating costs
  • Centralized control and maintenance of all IP extensions and analog ports
  • Increased productivity in stores and warehouses thanks to an efficient IP-DECT solution
  • Intelligent prediction of call volumes at contact centers and optimization of resources
  • Fully productive deployment: up to 12 superstores per week
  • Proven success for a major VoIP deployment worldwide

 

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Quote

"Without Mitel's thorough understanding of our needs, I'm not sure we would have seen this project through to its end."

Sylvain Sénicourt director of networking and telecommunications,
Auchan