Al Bahar Centre installs Mitel IP solution

"The Mitel IP solution has improved the infrastructure management simplifying moves, adds and changes to the network. It was important for us to implement a highly scalable telephony system to provide us with the capacity to cope with a high volume of calls and of course we now have lower communication costs for inter-site calling," stated Mr. Abdulrahman Fahad Al-Bahar (CEO of FBS Co. Fahad Al-Bahar Sons Trading Co.).

Customer Needs
• An IP communications phone system to support future growth
• New methods of flexible working
• Capacity for high volume of calls

Solution Components
• Mitel 3300 IP Communication Platform (ICP)
• Mitel IP Phones
• Mitel Your Assistant
• Mitel Mobile Extension

Results
• Increased efficiency in call handling
• Simplified management of the network
• Cost savings on one network and toll-free internal calls
• Ability to work remotely
• Future proof network to add on applications when required

The prestigious Al Bahar centre is located in the popular district of Hawally in Kuwait opened in March 2006. The stunning complex consists of a 3 storey high shopping mall with 36 leading brand shops and a large fifteen-storey business tower containing over 20 offices.It is a mixed-use complex of approximately 6000 sqm of office space and approximately 6900 sqm of retail space.

Kuwait Tech Consultants issued a tender for a complete communications solution from design through to implementation for cabling, data/voice switching and IP based telephony for the new complex. After a lengthy review process M/. Fahad Al-Bahar Sons Trading Co. (FBS) were selected to fulfil the communications requirements.

This presented all the shops and some offices with the IP Telephony and for the offices that are not using IP Telephony, the flexibility to migrate to IP Telephony from TDM when they were ready with the potential plan of everyone rolling out to IP in due course.

"The Mitel IP solution has improved the infrastructure management simplifying moves, adds and changes to the network. It was important for us to implement a highly scalable telephony system to provide us with the capacity to cope with a high volume of calls and of course we now have lower communication costs for inter-site calling," stated Mr. Abdulrahman Fahad Al-Bahar (CEO of FBS Co. Fahad Al-Bahar Sons Trading Co.)

All of the users have access to the advanced voice mail option and auto-attendant, which has improved the efficiency of call handling and customer service.

The business tower is equipped with advanced applications to improve business processes and customer service including the Mitel Your Assistant and the Mitel Mobile Extension.

The Mitel Your Assistance provides the users with a soft-phone and simplified conferencing features, secure instant messaging and drag and drop document functionality. The presence and availability feature is also beneficial allowing the users to see if their colleagues are on the phone, busy or away from their desk. The Mitel Your Assistant enables the users to work remotely and still have access to the same features that they have in the office.

The Mitel Mobile Extension enables mobile workers to receive all calls via a single number regardless of their location or telephony device and still retain the PBX features their desk phone offers. This saves people having to remember a variety of numbers.

Call handling efficiency has increased with seamless transition from the cell phone to the desk phone and vice versa, providing employees with complete flexibility and employers with large cost savings when the call is handed over from the cell phone to the desk phone. The Mobile Extension can be used with any cell phone.

"The Mitel IP solution has provided the Al Bahar Centre with a foundation to add on applications to when required and to evolve with the business and its needs.The next step will be to look at the call centre and implement a solution to reduce call waiting times, answer calls at the first point of contact and increase customer satisfaction." stated Mr. Mahmoud Sharab (Projects Manager of FBS Co. Fahad Al-Bahar Sons Trading Co.)