Author Archives: EDV

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How to think about what it means to be Big

So much has changed in the last half-century – humanity has made strides forward that were simply inconceivable to previous eras. This dizzying whirlwind of progress is largely due to one breakthrough advancement – technology. Some of the most impressive events in recent history have been the rise and fall of the largest organizational ventures ever seen – namely, the international corporation. Taken in context, there really is nothing that holds a candle to these monoliths, excepting perhaps the great empires of the past. The key component to this comparison lies in the definition: empire is largely considered to be a result of lands held and the size of one’s army; now, we have international corporations that hold more economic power than many countries.

The question stands: what causes giants to fall? Sometimes all it takes is unexpected circumstances and an inability to adapt.

This distinction, while seemingly nebulous at first glance, presents a fascinating take on looking forward to the future of the Telecommunications and UC industries.

Point of fact, the biggest companies are not always the most innovative. The capacity to endure the test of time and sheer power – military or economic – are not always a measure of longevity. Indeed, it more often comes down to the strategic fluidity of the enterprise in question.

The Comparison

If you take a moment to draw a comparison in light of “biggest” vs “innovative”, several names come to mind:

Biggest Companies (by profits):

  • Walmart
  • Hon Hai
  • Volkswagen
  • Petrochina
  • G4S

What about innovative? Let’s have a look at a few that stand out:

  • Google
  • Amazon
  • Apple
  • Samsung
  • Disney

The most notable distinction here is obvious: the easily understood metric in play allows for the first list to be categorically numbered, while the second does not. This isn’t just a stylistic choice, it’s a reflection of a bigger issue: profits are easily ranked – innovation is not. Anyone can decide to make such a list, but what it comes down to is how you prefer to define “innovation”. The interesting thing here is that in most cases, whatever metrics you end up using to achieve your definition, odds are many of the same companies will still come up.

Bringing it into focus

We now have enough groundwork laid to bring these ideas into focus and discuss a directly relevant example: the Cloud. The cloud may be the most revolutionary advancement of the last few decades. Amazon came forward with this amazing new concept: let’s offer a series of services to the world’s businesses, but entirely online. The true selling point was, again, revolutionary: that these businesses wouldn’t have to have their own hardware. With a reliable internet connection and a decent computer, the world’s businesses now had access to nearly – and certainly comparatively – unlimited processing power that would previously have required floors of private servers.

This advent completely rocked the tech monoliths of their day. Naturally, as they now found competition across the board where previously they need only be concerned with others on their massive level of operations and capabilities. Unsurprisingly, there was a slue of ‘concerns’ that hit the public arena about the cloud’s potential drawbacks. Claims of unreliability, security issues, outright skepticism, even “it will destroy the economy!” arguments were all over the airwaves. Today, we can be gratified to see that the majority of this nonsense is fully laid to rest.

The final takeaway lesson here is plain: companies that can embrace the inevitable evolution of technology sit themselves in position to benefit from change. Those that scramble to maintain adherence to tradition for tradition’s sake will find themselves fighting a losing battle, every time.

In our modern times, and looking ahead, these are good lessons to bear in mind.


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eNerds calls on Mitel to enhance its managed IT Service Offering

Category : Case Studies

Improving Service and ResponsivenesseNerds

As a provider of managed IT services to a large number of businesses, often supporting mission-critical IT systems and applications, telephone support is an essential part of their toolkit, responding as needed and in real-time to their customers’ needs. Telephone support is subject to peaks and troughs and although these were handled well with no noticeable degradation in service for the majority of calls, on occasion, some support issues were leading to extended call times and this meant that calls started to queue for longer than were considered acceptable. eNerds needed a way to address and react to these situations, and to hopefully predict when these issue were about to occur and be able to proactively change call flows and bring in extra call handlers.

Identifying a Solution

Mitel MiVoice was the existing central communications platform for the company and was handling large call volumes as a result of significant expansion in business levels. The one piece that was missing was an effective contact centre solution. Essential Data + Voice (EDV) were already the supplier and maintainer of the eNerds communications solution and so a meeting was arranged to discuss these issues and possible resolutions. EDV, as a specialist integrator of comms technology were able to suggest a unique solution to the issue that would be a truly collaborative piece of work.

To continue reading the full article, click here.


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Kennards Hire cuts cost with VoIP deployment

Category : Case Studies

Australian equipment rental company relies on Fortinet’s UTM solution for highly connected and secure network.logo_kennards

Equipment rental firm Kennards Hire bolsters security posture, reduces down time and implements new technology initiatives with FortiGate 94D-POE and ForitAP-223B.

The Situation

Kennards Hire is a leader in the equipment hire and rental industry, with a reputation for
delivering premium quality products and unparalleled customer service. Founded in 1948, the
family-owned company has 150 sites throughout Australia and New Zealand that provide
equipment rental solutions. Equipment ranges from small hand held tools to large specialist
products suited to commercial construction and mining sites. With the goal of being the best hire
company, but not necessarily the biggest, Kennards relentlessly pursues operational excellence
and strives to deliver outstanding customer service.
These high standards of quality and excellence extended to the company’s telephony strategy.
Kennards had previously adopted the FortiGate 60C solution to address a historical issue of the
lack of WAN redundancy and brought in standard Unified Threat Management capabilities,
including anti-virus and application control.

The Challenge 

Kennards’ telephony system is the lifeblood of the company. Most customer enquiries are received by
phone into each branch. Kennards used a PABX with at least two ISDN2 on-ramps at each site. This
system was inefficient as it did not allow for global changes easily. Recurring maintenance and upgrade
costs related to the PABX system were high. For example, if a branch wanted to add a new functionality
such as an auto-attendant, additional hardware and installation was often required, increasing the costs
and leading to a deconstructed and inconsistent system across the organization.

Introducing a new branch or relocating an existing one in the network was a very complex and involved
process. Kennards would need to bring in Telstra and the owners of the telephony equipment,
and get the heavy involvement of their own IT team, driving up costs to the company.

The final and probably most important challenge was the slow redundancy failover process when ISDN
lines go down. It typically takes two to three hours to transfer calls and a further few hours to resolve the
issue, causing major loss of customer contact and valuable business opportunities.

“We were working with an inconsistent telephone system that was growing in its complexity and
maintenance costs and we found ourselves taking a reactive approach instead of an unattainable
proactive one,” said Mitch Hirsch, network engineer at Kennards Hire.

For full Article, click here.

 


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Case Study: Col Crawford

Category : Case Studies

Tony Hilliger knows his competitors are just a phone call away. Mr Hilliger is the Financial controller at Col Crawford Motors, one of Australia’s
col-crawford-lifestyle-cars largest motor dealerships.Founded  in 1967, the company sells and services vehicles from 11 manufacturers.

The dealership is based in the Sydney suburb of Brookvale, with two further showrooms located in the Northern Beaches area and employees 230 people.

Mr Hilliger explained, “Col Crawford Motors represents 11 different vehicle franchises across our three sites. We are constantly adjusting our showroom environments, including moving desks and employees. Our old phone system required expensive cabling changes  to move employees, and forced us to have cabling contractors on-site every month. It was a rigid system that made our lives difficult, and we were burning money whenever someone changed desks.”

To eliminate the need for expensive IT specialists to carry out routine tasks, Col Crawford decided to upgrade to an IP based communications solution. After investigating several successful IP based projects, the management team shortlisted four vendors. At the end of a thorough RFP evaluation process, Col Crawford decided to partner with Mitel and Essential Data & Voice for the project.

Continue Reading by clicking on the link below..

COL-CRAWFORD (1)


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Gizmo Relies on Mitel for Faster Growth

Category : Case Studies

21 January, 2009

Mitel®, a leading provider of unified communications, has announced that Sydney-based Gizmo, a provider of in-home and phone-based technical support for a wide range of computer-related gizmo-jpegtechnologies, has successfully migrated to a fully fault tolerant Mitel unified communications solution to support the company’s rapid growth and improve the efficiency of their 10 Australian offices and large field services workforce.

Troy Cox, chief technology officer for Gizmo commented, “Gizmo’s goal is to help ordinary Australians, by sorting out the computer problems they run into at home. We are a young company that is growing fast, and need a flexible solution that helps our business grow.”

The core of Gizmo’s business is a contact centre located in its Sydney office. Operating seven days a week with 30 full-time employees, the contact centre handles all incoming customer requests, and provides comprehensive telephone-based support services to Gizmo’s clients.

Click the link below to access full article.

GIZMO


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Case Study: NSW Institute of Sport

Category : Case Studies

When the New South Wales Institute of Sport (NSWIS) implemented a converged communications solution it quickly discovered it was a powerful enabler of much more than just voice calls. NSW-logo-jpeg

“The bottom line for NSWIS was that we needed a network that was accessible from any location, and had sufficient bandwidth and redundancy to carry multiple DVD-quality video streams simultaneously without impacting voice quality,” according to NSWIS IT Manager Greg Baxter. 

NSWIS was created 11 years ago by the New South Wales Government. It is the State’s elite sporting centre of excellence that strives to improve NSW’s representation in national teams and assists athletes to perform at world standard. It currently trains more than 700 athletes who compete in Olympic and Commonwealth Games as well as other sports such as cricket and golf.

Working with Telstra and its partner, Essential Data and Voice, NSWIS kicked off a converged communications project in an effort to allow its highly mobile staff to use their laptops to access email, voice mail and
multi-media.


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Koorong Books Spreads the Word with Distributed Mitel IP Telephony Contact Centre Solution

Category : Case Studies

Koorong is a Sydney based retail company, offering more than 100,000 Christian products, including books, bibles, music, videos, giftware and software. koorong
Products are sold via Koorong retail outlets located across Australia, as well as via mail-order catalogue and online sales.

Koorong has successfully deployed an Australia wide IP Telephony solution using several Mitel 3300 Integrated

Communications Platforms, and a distributed 6100 Contact Centre Solution. With approximately 400 staff Australia wide, a distributed contact centre is a key part of Koorong’s business, supporting their sophisticated combined retail, mail order catalogue, and online sales operation.

Robert Bootes, IT Manager for Koorong said, “Our distributed Mitel Contact Centre Solution handles more than 1,000 inbound sales and service inquiries every day, servicing several time zones across a 13 hour work day.”

“Mitel’s solution has given us enormous flexibility in how we allocate our inbound phone inquiries to staff. Staff can now be rostered efficiently across time zones, with calls automatically sent to the best person – regardless of their location. We can now offer much more flexible work conditions to staff, better handle call volume surges, and our productivity has received a major boost.”

Click on the link below to access full article…

KOORONG


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Mitel Honors Customer Innovation With CIMA Awards

Category : Awards

Recognizes Customers Deploying Innovative Implementations Powered by Mitel Solution.a1
OTTAWA, Sept. 9, 2014 (GLOBE NEWSWIRE) — Mitel® (Nasdaq:MITL) (TSX:MNW), a global leader in business communications, today announced the winners of its Customer Innovation Momentum Awards (CIMA). In its inaugural year, the awards celebrate customers worldwide that deploy innovative Mitel solutions to optimize their business goals.

“Mitel works with cutting-edge customers and creative, pioneering business partners who have deployed innovative business solutions. These thought leaders set an excellent example for the industry and we’ve decided to recognize them with our Customer Innovation Momentum Awards,” said Liz Pedro, director of customer success marketing, Mitel.

The awards represent innovative deployments of voice and collaboration, contact center, cloud and mobile solutions. This year Steinhoff Asia Pacific (Australia) received an award for its implementation of cloud solutions with Essential Data + Voice.

“Customers are at the very core of everything we do at Mitel. The CIMA awards recognize our customers for their innovative deployments of business communications. Our business partners are a big part of that success too, with a shared commitment to make our joint customers successful,” said Martyn Etherington, CMO, Mitel.


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Telstra’s Announcement of Business & Enterprise Specialist Partners

Once again Essential Data & Voice was nominated by Telstra in recognition of individual contributions by partners that have contributed to Telstra’s overall channel success.telstra logo
This year the Business & Enterprise Channel will have 6 awards.
• Enterprise Partner of the Year 2014 – Unified Communications

• Enterprise Partner of the Year 2014 – Data/ IP/ Cloud
• Enterprise Partner of the Year 2014 – Mobility
• Business Partner of the Year 2014 – Strategic Products
• Business Distribution Partner of the Year 2014
• Business Partner of the Year 2014
Essential Data + Voice is proud to announce its nomination of Enterprise Partner of the Year 2014 for Unified Communications. We’re proud to be a Platinum Fixed Net partner of Telstra.


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Mitel signaturePARTNER

Category : Awards

Sydney, 26 September, 2012: Mitel (Nasdaq: MITL, TSX: MNW), a leading provider of unified communications and collaboration solutions, has awarded signaturePARTNER status to reseller Essential Data + Voice. This is Mitel’s highest level of accreditation with extremely tough criteria and Essential Data + Voice is the first Mitel reseller in Australia to mitel-signature-partnerattain it.
Gwilym Funnell, vice president Asia Pacific at Mitel said, “We have worked with Essential Data + Voice for many years now and without a doubt, they truly understand the industry and their customers’ need. They have continually demonstrated leadership across Mitel’s solutions and are knowledgeable with advanced applications, including IP telephony, unified communications, mobility, virtualisation, and contact centre solutions. We are pleased to recognise their contribution and continued commitment to Mitel.”
David Turnbull, CEO at Essential Data + Voice commented, “Essential’s relationship and investment with Mitel has never been stronger and we hope signaturePARTNER status will further cement our reputation as the partner of choice for Mitel customers all over Australia.”
Essential Data + Voice is a specialist integrator of communications technology specialising in the design, implementation and ongoing management of converged voice and data networks. With over 21 years’ experience in providing professional voice and data infrastructure and integration solutions, the company has 20 staff servicing Australia’s capital cities and major regional centres.