Forcadell optimizes customer service and centralize their communications with IP Telephony



Forcadell is a business group set up in 1958. It is a consulting and property management expert with 145 professionals. It has 5 own branches (Barcelona, Granollers, Terrassa, Palma de Mallorca, Sevilla) and commercial offices in Alicante, Castellón, Madrid and Málaga.

The challenge

Forcadell had an analogical telephony system in all branches. Aware of the progress of IP Telephony market together with the extensive functionalities of this technology, Forcadell decided implement an unified communications solution in the 5 main offices. The aim, simplify the management in their communications and improve the customer service

“In Forcadell have a long history providing customer service; therefore seek continuous improvement in our processes. Migration to IP Telephony have allowed optimize commercial management, offer a personal treatment to our customers and obtain a centralized management of our communications”

Alex Valera
Chief Technology Officer Forcadell

The solution

Forcadell got in touch with INSTEL S.L, integrator of telecommunications solutions with whom works for many years in the implementation and management of new projects.
Once detected all needs, Instel suggested to Forcadell implement an IP telephony solution allowing integrate company communications in a single platform and collaborate in real time from anywhere and using any device. Offering a secure and reliable communication.

In order to implement the unified communications solution, was chosen the world leader in communications and collaborate solutions: Avaya. A recognized manufacturer with a high innovation capability and continued presence as a leader in the Gartner Magic Quadrant.

To perform the analogic to IP migration uniting the branches was implemented IP Office Essential Edition + Voicemail Pro. An Avaya unified communication solution which provides of auto attendant, extension dialing, name extension, automated attendants, voicemail integrate with mail, integration with CRM and mobility functions.

A solution that has helped to Forcadell to improve customer service and enhance their business processes, using a collaborative, secure and scalable tool.


IT Department
  • Integrated communication: Voice, network and security
  • Management simplicity: Easy and quick administration.
  • Scalable solution: grow with your needs
  • Highly secure communications: Protection of trunk lines, encryption of remote connections, protect from intrusions.
Marketing Department
  • Enhance of telephony attention processes: Improvement: More quick and efficient
  • Real time collaboration using any device
  • Personalized communication with added value: A better knowledge of customers
  • Integration with corporate CRM
  • Enhance of commercial management using mobility functions
Financial Department
  • Quick ROI of solution

Technology Partner