Real life customer deployments

See how iConnex connects customer teams across regions, countries and time zones.

Built around our customers.

Customised solutions based on what each business actually needs.

Multi-site business

Habit Health, Well NZ, EAP Services & Instep

Connecting clinics through regional reception hubs.

Illustrative clinic receptionist taking a call with a headset

The challenge

Habit Health needed to reduce missed calls across its nationwide network of sites. Calls were handled locally, but some clinics had limited reception cover or only a physiotherapist on site, making it difficult to answer every call.

Our solution

iTelco recommended grouping sites into regional hubs, such as a single hub for Auckland clinics. Receptionists within each hub could answer new booking calls and book appointments for any clinic in their region. An auto attendant directed calls that needed a specific clinic to that site, while other enquiries could be handled by the wider reception team.

The outcome

The regional hub approach allowed Habit Health to answer significantly more calls than before, sharing reception cover across sites while keeping a direct route to individual clinics.

Regional hubsShared receptionAuto attendantsClinic call routing

Multi-country business

Positive Mind Works

The right caller ID for customers on both sides of the Tasman.

Illustrative office team using a headset and computers for customer calls

The challenge

Positive Mind Works serves customers in Australia and New Zealand, using two New Zealand lines and two Australian lines. Agents needed a simple way to choose which number appeared when making an outbound call.

Our solution

iTelco built a caller ID dropdown into the phone system so agents could select the number they wanted to present before dialling. We also enabled HubSpot integration and developed a custom click-to-dial browser extension for use in HubSpot and on other browser pages.

The outcome

Agents can easily select an Australian or New Zealand caller ID and dial numbers directly from their browser, bringing calling into their everyday workflow.

Caller ID selectionAustralian and NZ numbersHubSpot integrationBrowser click-to-dial

Overseas outsourced agents

Living Wellcare

Supporting Australian customers with an international team.

Illustrative call centre team with several agents handling customer calls using headsets

The challenge

Living Wellcare operates a healthcare business across multiple Australian states, handling high call volumes with specific service-level requirements. It needed to grow its team with overseas outsourced agents who could answer calls and make outbound calls using its Australian numbers.

Our solution

iTelco provided a phone system that could be deployed for agents overseas, connecting them to Living Wellcare's Australian calling setup. Agents could receive customer calls and present the business's Australian numbers when dialling out, with secure calling and high-quality voice transmission.

The outcome

The setup supports an international team serving Australian customers, giving Living Wellcare a way to expand its call-handling capacity around its service-level requirements.

Overseas agentsAustralian caller IDInbound and outbound callingSecure voice calling

Business Phones

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iConnex Features

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Industry Use Cases

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Talk to iTelco about your setup.

Tell us how calls reach your team today and what you would like to improve.

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