Dubai, UAE, 21 December 2010: MEDMARK Health & Life, a market pioneer in the management and promotion of world-wide medical assistance, health and life insurance services in Egypt, has selected Polycom IP Phones along with an Asterisk PBX and Digium Asterisk cards to connect employees in its Cairo office. The new system was implemented by Arkan Integrated Solutions, FVC’s authorised Polycom partner in Egypt.
According to Hussam Fawzy of Arkan Integrated Solutions, “When we first analyzed MEDMARK’s needs, we found that they needed to be available 24/7 without setting up a 24/7 call center. The system needed to ensure that MEDMARK had to be reachable 24/7, make sure all calls are received without a change in the working hours for the team.”
A second challenge was to ensure a switch from a traditional telephony system to an IP one in a phased manner to maximize any investments made in a traditional system.
Saad Mohamed, IT Unit Manager at MEDMARK Health & Life said, “We are very pleased with the level of co-operation and support we received from Arkan and FVC. The new Polycom, Asterisk, Digium system is considerably easier, since it allows an easier interface to modify the system. With the ability to connect the service to the servers, we can now link any branch with the system. This allows for roaming and remote extension capability for our agents.”
“Polycom’s SIP phones are one of the best in the region and pack a great deal of features that enhance the kind of services a customer-centric company like MEDMARK would need,” added Ahmed Youssef, GM for FVC Egypt. “The new system they have implemented will now facilitate better communications between MEDMARK customers and agents, using the rich features like ‘Queues’, ‘Follow me’ and remote agents. This now allows employees to answer the customers outside office hours, by having the system automatically search for available employees. The new system also enhances communication between employees by using options like voicemail, voicemail to e-mail, video telephony, roaming extensions and remote extensions.”
MEDMARK plans to extend the system to its Alexandria office as well as connect new employees in the Cairo office. In addition, they hope to add the latest video conferencing technology to this solution.
