In a direct deal Daisy Corporate Services has provided City University London with a future-proofed contact centre solution through an upgrade to four virtualised Mitel MX-ONE platforms, with dual data centre back-up. Now almost a year since its implementation, the University is realising benefits in cost, support and reliability.
City University London signed a five-year contract with the Mitel Platinum Partner, Daisy, to upgrade its whole core network. This included four MX-ONE platforms in the University’s main data centre, and an additional system in a separate data centre for enhanced business continuity – all backed by 24/7 technical support.
The University has 19,500 students, 2,000 employees across 23 sites and receives more than 5,000 calls each day.
Matthew Craughwell, Telecoms Team Leader at City University London, comments: “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. A lot of support is currently being withdrawn on older telephone systems, and we simply can’t risk being caught out without that all-important telephone system in place.
“Rather than a complete ’rip and replace‘, Daisy installed a much more efficient system that would still operate with our 3,000+ handsets. And now we have the benefit of support around the clock, which costs us about the same as the 8am-6pm support we had previously.”
John Holt (pictured), Managing Director at Daisy Corporate Services, comments “It is important that organisations in the public sector are aware that they could potentially find themselves without that vital system support for their telephony solution.
“Support for older systems is being withdrawn and City University London is a prime example of how institutions can not only ensure that their communications are “covered”, but they can also make significant savings through the system’s reliability and the reduced amount of power that the system requires compared to that of traditional platforms.”