Based on a recommendation from Brennan IT, Ingenico had selected a Unified Cisco Call Manager platform, integrated with Zeacom Contact Centre to support the demanding communications needs of the business.
Rather than wait for the scheduled implementation, the team had to move fast in the face of this business-critical communication outage.
“We hadn’t completed testing and configuration of the new telephony system,” says Brian Sullivan, Ingenico service delivery manager. “However Brennan IT was able to bring together the project team within an hour to commence the migration and installation of the new system.”
Three hours from the server failure, Ingenico logged its first call on the new system. “It was as close to seamless as you could get,” Brian recalls. “Brennan IT had already installed all the user handset, so when we switched over the call centre, the team were able to use the new handsets immediately.”
While not the ideal situation to introduce a new system—”we implemented first and then tested later,” jokes Mike—Brian says the project showed the importance of being prepared. “A lot of the credit should go to Brennan IT,” he adds. “It was their confidence that swayed us in terms of what we would do.”
Ingenico had been clients of Brennan IT for five years, so Brennan IT knew the business and its requirements well. Ingenico chose Brennan IT to update the new system because of its unified communications expertise, added to an existing understanding of the IT infrastructure.