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Case Study

Call Center Anyone?

This week I want to spend my blog time talking about our most valuable asset – our customers. How they are utilizing our services – especially hosted VoIP – tells a more complete story than just talking about features and capabilities. Real stories, real people, real application.


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Situation

existing on-premise Avaya PBX, older, out of maintenance, escalating support costs. Small business, large customer base, looking for a solution that allows for a high volume of calls, scalable, ability to port numerous local and toll-free numbers as well as the ability to interface with an on-premise IVR (Interactive Voice Response system.)

Solution

Soteria utilized cloud-based hosted VoIP solution in conjunction with Meraki cloud-based networking.

Results

the call center is fully integrated with 100% cloud-based VoIP and running a call volume of 10’s of thousands of minutes per week. More importantly, Soteria was able to integrate the IVR system which allows call routing from the IVR to agents, and/or to provide on-system information which cuts labor costs significantly.

Overall, the IT budget spent on telephony has been reduced over 30% in just one year. Soteria has also worked with the customer on other cloud-based offering for mail, back-up and continues to provide network monitoring and reporting via Meraki.
What can we do for you? Contact us and let’s find out!
If you would like to discuss Soteria’s portfolio of uConnect offerings, please schedule a time to connect!
(Click HERE)


Case Study

Configured for Community

Today, we are continuing our focus this week on how we have assisted businesses in moving away from on-premise PBX system to the cloud. Today we highlight Boise First Community Center that has activities happening in their building 7 days a week. A real story, with real people and real-time application of cloud-hosted technology.

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Situation

an existing on-premise 25-year old AT&T PBX, with parts failing and very limited access for reeplacements. As a non-profit entity, the cost of replacing the unit with another on-premise PBX that fit their needs was in the 10’s of thousands of dollars. The church is also a “community center”, catering to other not-for-profits during the week while still functioning as a mainstream religious denomination.

The customer needed a solution that allowed for directing and capturing calls that could not be answered both in- and out-of-hours, ability to attach multi-function analog printers/copiers, have public-accessible phones in common spaces, delineate multiple entities under one system (library, pre-school and church) and handle faxing.

Solution

Soteria utilized cloud-based hosted VoIP solution with Cisco ATA’s in conjunction with Meraki cloud-based networking.

Results

Soteria was able to shape the customer’s broadband traffic via Meraki firewall and integrate a 100% cloud-based VoIP system. With the customized auto-attendant capability, Boise First was able to route call traffic and change messaging on demand. For the multi-function printers, Soteria was able to replace the analog landline connection with a Cisco ATA (Analog Telephone Adapter) and make the system cloud-connected.

Overall, Boise First was able to forego spending thousands of dollars in capital acquisition as well as years of on-going maintenance and support costs for a new on-premise PBX. They are also able to customize the system via the customer portal and configure their phone system as they need, when they need.

Interested in seeing what a cloud-based phone system can do for you? Contact us and let’s find out!

If you would like to discuss Soteria’s portfolio of uConnect offerings, please schedule a time to connect!
(Click HERE)


Case Study

Gold at the End of the Rainbow

We are continuing our focus this week on how we have assisted businesses in moving away from an on-premise PBX system to the cloud. Today we highlight Camp Rainbow Gold, a non-profit in Boise Idaho that helps families deal with childhood cancer. A real story, with real people and real-time application of cloud-hosted technology.

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Situation

separating from the American Cancer Society, Camp Rainbow Gold needed a new office and a new phone system. Being a not-for-profit, cost was an important factor in their decision. With offices in Boise, ID and another in Ketchum, Idaho, there was also distance to consider as well as having a system that is able to answer and direct calls 24×7.

Solution

Soteria utilized a cloud-based hosted VoIP solution in conjunction with Meraki cloud-based networking.

Results

Soteria was able to deliver a hosted VoIP system that allowed each individual to be represented to callers via a unique greeting as well as greetings on in-bound calls to match regular hours, off-hours, and holidays. Soteria also incorporated a cloud-based Meraki firewall (MX60W) that allows us full-access to their network remotely as well as shaping broadband traffic and guaranteeing voice quality.

When the Ketchum office needed connectivity, they were added to the cloud-based system and integrated with Boise overnight. With four digit dialing between the sites, allowing others to cover unanswered calls while being two-hundred miles away, and having simultaneous ringing on two phones for inbound calls were all features that created value for CRG.

Camp Rainbow Gold is an amazing customer: not because they are our customer; rather, because of the mission they have in our world. They provide camps for kids stricken with cancer as well as resources for siblings and parents in coping with this awful disease.  Please consider supporting this great cause –https://camprainbowgold.org/donate/.

If you would like to discuss Soteria’s portfolio of uConnect offerings, please schedule a time to connect!
(Click HERE)