Scottish Ensemble

The Challenge

Scottish Ensemble is Scotland’s pioneering string orchestra. The organisation manages general enquiries over the phone, but the systems the staff were using were out of date, which provided an unstable platform, also costly to maintain. The old system would not allow calls to be easily identified, nor could they be redirected or transferred outside of standard hours.

Collaborating closely with customers at Scottish Ensemble, we understood their challenges, market, and requirements. Our team got to work on a hosted VoIP solution that offered clients a more secure, feature-rich, and flexible system, all within the client’s budget.

We implemented a high-quality digital cloud phone system for Scottish Ensemble, which made an enormous difference, enabling call reporting and queuing, easy call redirection, flexibility, and remote working across the board for the organisation.

The Results 

Given the challenge and the needs for a more flexible system, a cloud route was the most viable option, and Gamma’s hosted Horizon solution could meet their budget requirements. Horizon only uses UK data centres which was advantageous for Scottish Ensemble, as well as providing a secure, high quality, reliable solution that offers inexpensive growth potential. The fixed cost element of Horizon was an important benefit too, along with the knowledge that these costs would not dramatically change during the fixed period.  

With Horizon, Scottish Ensemble can handle multiple calls at any one time and reassures callers that their call is going to be picked up, so they don’t experience engaged tones. This solution has made the process less stressful and more effective for all involved. 

As part of the solution, Euro Systems provided the organisation with Polycom handsets featuring high definition voice quality. Feedback from both Scottish Ensemble and callers has been extremely positive regarding call quality. 

Gamma Horizon management reporting ensures that Scottish Ensemble has access to statistics, so they can now identify peak times for calls and ensure they have adequate resource to cope with the demand. Testament to the new Horizon telephony system is the fact that all calls have been answered since the system was put in place.  

Horizon has seamlessly changed the telephony system for Scottish Ensemble to a more future-proof and effective solution. The change has brought outstanding results for the staff and all the people they deal with over the phone on a daily basis, and with remote working implemented across the board for the organisation, they have benefitted from the ability to easily implement call redirection.