Internet service provider Dodo has in the last several weeks deployed a new call centre and enterprise communications solution utilising Internet Protocol-based (IP) telephony to two key Melbourne facilities.
The solution was installed by integrator 3D Networks, according to a statement issued by the project's hardware vendor Cisco this afternoon. ARN has reported the value of the deal to be AU$1.1 million.
Around 250 agents taking calls would initially use the new technology, according to Cisco's local manager for unified communications products Peter Hughes, who spoke with journalists this afternoon at the company's annual Networkers conference on the Gold Coast.
The next phase of the rollout will likely cover an additional 100 outbound agents, in addition to another 30 staff focusing on e-mail.
In Cisco's statement, Dodo operations manager Scott Stavretis said the ISP's growth had spurred the need for the new system to replace its legacy private branch exchange (PBX) technology.
"We needed to more effectively align our technology to our business and maintain low operational costs.
"We chose to work with Cisco and 3D Networks to provide us with a Cisco Unified Communications system across the business, including our contact centres, as it was the most flexible and robust solution," Stavretis said.
The statement said Dodo had deployed the following products across two facilities, consisting of its head office in St Kilda Road, Melbourne, as well as its customer contact centre in Moorabbin:
- Cisco Call Manager 4.1
- Unifed Contact Centre Enterprise 7.0
- Cisco Agent Desktop
- Cisco IP Interactive Voice Response
- 2800-series Integrated Services Routers
Renai LeMay travelled to the Gold Coast as a guest of Cisco.