Mitel VoIP resides with Better Homes in Dubai

NetExpress, a Mitel Gold Solution Provider and UAE system integrator will implement the solution.

Leading the way in Dubai real estate for over 20 years, Better Homes has the best selection of property in the region; selling, leasing, and managing more properties than any other agency in the Gulf. It specialises in sales leasing, short-term rentals, property management, commercial advisory project, sales and marketing, engineering and interiors.

Due to the huge property boom in Dubai over the last few years, Better Homes experienced phenomenal growth, averaging 4 new offices per year, starting from three offices in 2003 and still growing. With this rapid growth, Better Homes recognised that the existing telephone system could no longer cope with the volume of calls and needed to be replaced with next generation technology.

Better Homes called upon Netexpress LLC, a leading communications solutions provider, to advise them on a new telephone system and after a thorough analysis of their requirements, Netexpress recommended a Mitel® IP Solution consisting of the Mitel 3300 IP Communications Platform (ICP) and the Mitel Customer Interaction Solution to handle sales leads and queries.

"We were very impressed with Netexpress from the initial project planning right through to the implementation of the solution and the training they delivered. Our old telephone system didn't provide the scalability we required and didn't have voice mail, auto-attendant or the ability to transfer calls. The Mitel IP solution gives us all of these features and the scalability to increase call volumes and support the business growth,"

said Deepali Dhanrajani, Office Manager, Better Homes.

"The Contact Centre solution has a full suite of very informative management and reporting capabilities, allowing the Contact Centre manager to monitor agents performance and plan for busy and quiet periods. We can also record calls and use them in training the agents to improve our customer service further," states Emma Louise Cullen, Director of Customer Relations Management.

"Better Homes are the region's leading Real Estate Management business and have great knowledge and experience in this booming property market. Mitel's partnership will assist Better Homes to cement their leading position in the market place against their competitors. This is only because they had the vision to have adopted and built their IP Communications solution way ahead of others. Better Homes are an excellent example of how IP based communications can benefit business processes. Mitel's MN3300 is deployed in Better Homes HQ and branch offices, across various geographies and time zones, and incorporates value-added applications such as advanced Contact Centre capabilites and Teleworker solutions for remote workers," said Hisham Amili, Mitel GM, GCC.