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News : City University London Virtualises Telephony and Contact Centre Systems
London, UK, Nov 26, 2015 -- City University London has moved its entire telephone system and contact centre into the cloud after deploying a virtualised communications platform from supplier Mitel.
With a student body spread across 23 different sites and generating around 5,000 support calls daily, communications is a critical element of the organisation’s overall IT estate.
The impetus to upgrade the university’s contact centre system came about because supplier support for its existing Mitel MD110 – installed in 1991 – was about to end so it needed to find a new system quickly.
Its old network also lacked resilience, so for telecoms team lead Matthew Craughwell, it was also critical to ensure there was no single point of failure, while simultaneously reducing the amount of hardware across the network estate.
A customer of systems integrator Daisy Corporate Services – formerly Damovo UK – the university enlisted its existing supplier to support its transition to a fit-for-purpose system.
"We initially considered a number of unified communications providers, including the Mitel solution from our long-standing communications provider Daisy," says Craughwell.
"In the end, Mitel was the best option, partly because we could upgrade rather than having to rip and replace, and also because of the integration potential and Mitel’s accreditation level with Microsoft."
Under the terms of a five-year contract signed with the university, Daisy has now upgraded the core network, and swapped out the 24-year old MD110 for four virtualised Mitel MX-ONE platforms hosted in City University London’s own datacentre, with a further MX-ONE held in a separate facility to provide the needed resilience in case of failure.
"As a university, a large number of people rely on being able to get in touch with you around the clock. The decision to upgrade to a virtualised solution was an obvious choice," he says.
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Mitel
Mitel is a global provider of enterprise and small business communications solutions and services. The company focuses on blending powerful infrastructure with an intuitive human interface to deliver the benefits of voice, video and data convergence to the user. Mitel's broad portfolio of solutions provide advanced voice, video and data communications platforms, desktop phones and Internet appliances, intuitive applications for customer relationship management and mobility, messaging and multimedia collaboration.
About City University London:
City University London is a public research university located in London, United Kingdom. It was founded in 1894 as the Northampton Institute and became a university when The City University was created by Royal Charter in 1966.
Published: Tuesday, December 1, 2015