Technical intelligence serving customer innovation

An independent French operator with 20 years of expertise in enterprise IP telephony, Novelcom has distinguished itself in a constantly evolving market through its strategic alliance with Enreach for Service Providers the Franco-European software provider Enreach for Service Providers. The partnership dates back to 2013.

Having adopted the Enreach UP platform as its technological foundation, Novelcom uses this comprehensive ‘toolbox’ to design tailor-made solutions that meet the specific challenges of demanding clients. Combining its highly secure and fully redundant private network with intuitive interfaces, Novelcom delivers a seamless user experience and personalised features for private companies, public institutions, and nonprofit organisations. 

Here are two concrete examples:

Imagine being in charge of emergency communications during a major international event. Thousands of people rely on your hotline, and you must ensure every call is handled, without exception, and by the right team, 24/7.

The operational center set up by Novelcom is deployed across three separate sites, each connected to two redundant operator links. Incoming calls are processed through the Enreach ACD, which directs them to specialised call groups based on specific skills.

To manage staffing, two supervisors monitor activity and can instantly onboard additional agents during call surges. Even when off-site, supervisors maintain full operational control thanks to MOBiiS, Enreach’s mobile application, which Novelcom has customised and made available to them.

Another key point for Novelcom was to ensure that operational centre agents could easily join or leave the call groups to which they are assigned. While these agents are experts in emergency response, they are not necessarily familiar with IT technologies.

To simplify the user experience as much as possible, telephone handsets with customised keys have been installed. Each key allows agents to join or leave a call group with a single press.

Furthermore, the connection status to the groups is continuously displayed on the device using LED indicators.

Agents can work flexibly, with a choice of using desk phones, the UPdesktop softphone on a PC, or the MOBiiS mobile app. Moreover, for mobile users, Novelcom can detect disconnections in real time and reroute calls instantly to GSM networks: without any user action required.

« Technology is not an end in itself. Our mission is to do things right and meet our clients’ needs as best we can », David Elbaz, President of Novelcom

As the director of a nursing home, you face numerous challenges on a daily basis. One issue, however, is of particular concern: after the switchboard closes, all incoming calls are automatically redirected to the DECT phones of your care staff.

The problem? These same devices also receive internal calls and, more importantly, alerts from the nurse call system. Faced with this overload, many caregivers are tempted to completely turn off the ringer on their DECT phones, which obviously has consequences. The situation has become critical.

This is the challenge that Novelcom took on by leveraging the customisation capabilities of the existing Enreach UP platform.

Instead of offering a standard solution, the operator completely redesigned the user experience of the DECT phones by modifying the customer’s firmware. Now, the screen of the Yealink devices changes colour depending on the origin of the call — one color for nurse call alerts, another for external calls, and a third for internal calls. With a single glance, staff can immediately tell whether or not they need to answer.

However, the most valuable innovation was the management of ringtones. Novelcom’s engineers developed a system that forces the ringer to activate for nurse call alerts: even when staff have intentionally muted their device.

The solution deployed by Novelcom also includes a ‘SIP survivability’ mechanism, developed in partnership with an external equipment manufacturer.

This system ensures that internal communications remain operational even in the event of a simultaneous failure of both the primary operator link and its backup line: a critical safeguard in a healthcare environment.

Today, this solution is deployed in around 15 nursing homes (EHPADs) across France. More than just a technical enhancement, it provides a direct response to a major safety issue for residents and contributes to improving the working conditions of healthcare staff.

« The success of this project perfectly illustrates how Novelcom leverages the openness and flexibility of the Enreach UP platform to create fully customised solutions, tailored to the specific needs of each industry sector », Robert URBAN, Director Global Sales & Marketing of Enreach for Service Providers

This Enreach–Novelcom partnership highlights the synergy between two complementary areas of expertise. Novelcom values the rich functionality and openness of the Enreach UP platform, fully leveraging its API-based services to create truly distinctive solutions. Plus, the strength of this collaboration lies in the combination of Novelcom’s network expertise with the advanced capabilities of Enreach’s platform.

This collaborative approach makes it possible to design and deploy increasingly innovative solutions, tailored to the specific challenges of each industry sector.

Novelcom in numbers :

• Over 12,000 devices deployed
• 1,3 million communications per month
• 99,99% uptime
• 100% French-based technical support, ensuring responsiveness and proximity

If you lead a company that requires a reliable and flexible call center solution, capable of adapting to demanding environments, Novelcom can offer a custom solution built on the Enreach UP platform.

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