This business phone system case study explains how Counter Context uses Wayv broadband, cloud-based phones and dedicated support to manage project communications as its team grows. As a result, employees gain flexible laptop calling, project-specific numbers and useful call records. The operations team can also administer users faster.
Counter Context telecoms project at a glance
- Customer: Counter Context, a specialist communications, PR and public affairs company.
- Locations: Sheffield and Manchester.
- Requirement: a new broadband and business phone setup for the Sheffield office, with flexibility for a growing, project-based team.
- Solution: fast business broadband, iPECS softphones, project-specific calling and dedicated WayvCare support.
- Customer-reported outcome: easier call management, quicker user changes and improved operational productivity.
What communications challenge did Counter Context face?
In 2024, Counter Context moved into a new Sheffield office and needed a complete communications setup. Its employees work across multiple projects. Therefore, the business needed reliable connectivity and a system that could identify incoming project calls. It also needed to display the appropriate number on outgoing calls and retain useful call records.
How does the business phone system support its team?
Employees use iPECS softphones on their laptops to communicate with clients and project stakeholders. In addition, the operations team can add users and reassign accounts between projects. Staff can also manage annual-leave cover without moving physical phone equipment.
Counter Context also has a dedicated WayvCare support engineer. This gives the company a consistent contact who understands its setup and can help with training, changes or technical questions.
What results did Counter Context report?
In the interview, Director of Operations Jess Jenkins describes the first year with Wayv as “fantastic” and says the digital system improved productivity for the internal team. She also highlights the value of having Wayv as a genuine communications partner as the company grows.
Counter Context today
Counter Context has more than 30 years of experience delivering communications, PR and public affairs work. The company currently operates from Sheffield and Manchester and supports projects across the property, energy and transport sectors.
Watch the case study and read the lightly edited transcript below for the customer’s experience in its own words.
Watch the full business phone system case study
Full video transcript
The transcript has been lightly edited for clarity and readability.
Jess Jenkins, Director of Operations, Counter Context:
“I’m Jess Jenkins. I work at Counter Context, a PR and communications company. We moved into the new office here in 2024 and needed a totally new setup. Wayv set up our broadband, which is really great and really fast, especially as we’re growing and more employees are coming into the office. In addition, all our employees were set up with iPECS on their laptops, so they’re able to easily and effectively communicate with our stakeholders in projects.
When it comes to using the iPECS system, we use it mostly for incoming calls. Employees may work on multiple projects, so they need to identify calls easily. For outgoing calls, we use a project line rather than an individual line.
We do also monitor call logs and ensure that we have that information ready for clients. Ahead of having this system in place, we didn’t have any sort of structure to transfer calls or transfer employees working on different projects. As we grow, we need to reassign employees to other projects and departments easily.
With this system, we’re able to do that quite quickly. Wayv have a really good training deployment for information. For us as an operations team, we’re easily able to add new users and transfer old user accounts to new projects quite quickly.
The first year of being with Wayv has been fantastic; we’re able to have a real partner with Wayv.”
Liam Parnell, Managing Director, Wayv:
“In order to develop personal partnerships with our customers, every customer benefits from their very own WayvCare dedicated support engineer. That allows us to understand your business and build a relationship. We can also identify recurring issues, so you do not have to return to the starting point whenever you call.
We have to make sure that our onboarding team make it as easy as possible for the customer, and without doubt, we do this without disruption to the service. It’s also the moment that we get to start building a relationship with the customer, really getting to understand how they operate as a business, and how we’re going to add value to what they do.”
Jess Jenkins, Director of Operations, Counter Context:
“We’re able to use a system that’s digitised and it’s not analogue. So as an operations team, we’re not worrying about having to manually move people around when they go on annual leave. From a productivity point of view, it’s been a great benefit for our internal team, and we feel really reassured moving forward with Wayv as we grow.”
Liam Parnell, Managing Director, Wayv:
“Our phone system comes with a huge amount included as standard. So small and medium-sized businesses are able to take advantage of features that they’ve never had previously, or were asked to pay for previously. These features include things that really add value to the way that businesses work.”
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