Formaz Parts
A failing Panasonic NS700 and after-hours calls disappearing into the void. Five Fanvil handsets, 4G backup, and an assistant that answers when nobody is in.
The problem
The parts distributor, on Chifley Street in Smithfield, had a failing Panasonic NS700 system. The hardware was ageing and wasn’t going to last. They needed a replacement quickly, and they also needed to handle calls after hours when the staff were gone. Those calls were disappearing into the void.
What we installed
We installed five Fanvil V66 Pro handsets and a DrayTek router with 4G backup in case the NBN drops. The router automatically cuts over to 4G when the fixed line fails, and reverts when the NBN comes back online.
An AI assistant answers incoming calls after hours. It listens to what the caller says and responds based on the content of their message. Callers get an immediate answer instead of silence and a missed message.
What changed
The business can handle calls and take orders 24/7 without anyone in the office. The AI does not ask questions. It listens and responds, so customers don’t feel like they’re talking to a machine. If the NBN fails during the day, calls keep working on the 4G backup without the caller knowing anything changed. Cititel provides free remote support, so any issues get fixed in minutes without chasing a technician.