Dodo Grows with Cisco Unified Contact Centre Enterprise and 3D Networks

Dodo reduces costs and improves customer service with Cisco Contact Centre Solution

SYDNEY – Australia – 22 Sept 2006 – Dodo Australia, a leading Australian telecommunications provider, has reduced operational costs and improved the efficiency of its customer support teams by deploying a Cisco Systems® Contact Centre solution with 3D Networks.

From its establishment in 2001, Dodo has built one of Australia’s best-known brands, and experienced exponential growth across the business. However, Dodo’s growth has outpaced the capability of its private branch exchange (PBX)-based phone system, which had struggled under the load generated by the growing customer base and diversity of products.

Dodo’s Operations Manager, Scott Stavretis, said; "Dodo has experienced strong growth over recent years and the business continues to grow. 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."

Dodo implemented a single, distributed communications system based on Cisco Call Manager 4.1, Unified Contact Centre Enterprise 7.0, Cisco Agent Desktop, Cisco Internet Protocol (IP) Interactive Voice Response and 2800-series Integrated Services Routers across its two main sites – its head office in St Kilda Road, Melbourne, and its customer contact centre in Moorabbin.

The system combines voice, data and other services on one IP platform, reducing operational costs. The platform will also support Dodo’s growth plans while providing a flexible network environment to respond to a rapidly changing market.

Dodo’s customers will benefit most directly from the changes taking place in the Moorabbin contact centre. The advanced reporting, analysis and planning tools offered by the Cisco Unified Contact Centre Enterprise installation are allowing the contact centre manager to improve staff scheduling to meet call peak loads, while also ensuring that callers’ needs are matched to staff skills when a call is first answered. This allows customers to get connected to the right person to handle their call, and helps ensure that the calls are handled more quickly - and Dodo team members can use their skills more effectively.

The St Kilda Road management team is also seeing immediate benefits of the distributed system. Not only is it quick and simple to call between the two locations, but managers in head office now have real-time, full-time visibility of the contact centre action. This enables Dodo to more effectively support its customer base and improve its ability to plan for future growth.

Cisco Australia and New Zealand director, commercial, Sam Gerner, said; "Cisco is excited to be working with Dodo to help the business grow and improve its customer service. Internet technologies are increasingly being seen as a key platform for productivity and competitiveness in Australian telecommunications and Dodo is a good example of a business which understands the benefits an Internet technology platform can provide."

The company called on 3D Networks, one of Australia’s leading integrators of Unified Communications applications, to undertake a detailed analysis of its existing systems and business processes before designing and configuring the required Cisco technology.

Chris Luxford, CEO of 3D Networks (Australia), explained the approach. "We see the deployment of contact centre technology as driven very much by business processes: the way our customer interacts with its customers. Before we put pen to paper designing the technology solution, we spend days or weeks working with our customer, mapping out the processes that the technology needs to support. We’ve deployed over 1,000 contact centres across Asia Pacific, so we’ve got an enormous amount of experience that we can bring to bear on optimising those processes. The end result is a fully documented contact centre with smooth call flows, short hold times, happy callers and productive employees."

For more information:

Chris Luxford 
3D Networks
CEO
chris.luxford@planet1world.com
Ph: 03 9590 1610 

Sylvia Souliotis 
3D Networks
BDM – Cisco Solutions
sylvia.souliotis@planet1world.com
Ph: 03 9590 1689

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About 3D Networks

3D Networks is a leading systems integrator and a voice and data convergence specialist offering customised and integrated business communications solutions. Our expertise in both telephony and data networks allows us to offer clients a single point of contact for all integration projects, from analysis through to deployment and support of the network infrastructure throughout the region.

3D Networks is a subsidiary of the Singapore-based Planet One Pte Ltd. Planet One enjoys the support of more than 700 IT professionals across 35 locations serving key markets in Asia Pacific, Middle East, Europe and the US.

For more information please visit www.3dnetworks.com