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.
Troy Cox continued, "Every piece of work we carry out starts with a support call to our contact centre, so downtime is incredibly damaging for our business. Mitel's IP contact centre solution has made it easy for us to grow fast, and has helped improve team work between our contact centre specialists and field service technicians. Most importantly, our Mitel solution integrated easily with our Microsoft applications, and has never missed a beat."
The complete contact centre and collocated data centre solution was designed and implemented by Essential Data and Voice, a Mitel solution provider and Microsoft Gold Partner. In addition, Essential Data and Voice provide Gizmo with complete ongoing support for the entire solution. The initial stages of the implementation occurred in August 2006. A major expansion of the solution was completed in September 2008, and included a migration to a fault tolerant design, and enhancements to the contact centre.
Gizmo's entire business is supported by two Mitel 3300 IP Communications Platform (ICP) platforms in a fault tolerant configuration. One of the Mitel 3300 ICPs is located at Gizmo's Sydney head office, with a second unit located in an offsite collocation data centre. HP ProCurve 5400 and 2626 series switches were deployed to deliver Power over Ethernet to every part of the network. The Mitel Teleworker Solution is used to support both employees working from home, and desktop phones at branch office locations.
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