CCNA

Hosted telephony and contact centre solution delivers new business opportunities for CCNA

Client: CCNA

Industry: Telecommunications

Solution: Data Centre, Managed Infrastructure

Location: Australia

Converged Communication Network Applications (CCNA) provides communication systems and services to businesses and government organisations. Its core business is the design, development and implementation of converged communications network applications. As well as voice and video applications, CCNA provides network continuity for applications used to deliver collaboration, unified communications, virtualisation and mobility.

CCNA’s services range from preliminary consultation to project management, implementation and ongoing support. The business has offices in Sydney, Melbourne, Brisbane, Perth, Canberra and Auckland, and a presence in Adelaide and Wellington. “We deliver our solutions throughout Australia, into Asia and globally through network relationships,” says Craig Sims, Operations Director, CCNA.

Challenges

  • Launch a feature-rich hosted telephony and contact centre solution
  • Deliver the solution within a few months to beat or match competitors
  • Provide private cloud or tenanted options

Solutions

  • NTT ICT’s Private Cloud Service in Sydney comprising of:
    • Data centre services
    • Managed Dell hypervisors, Juniper firewalls and switches
    • Utility storage and backup
  • NTT ICT’s Public Cloud Service in Melbourne comprising of:
    • Shared colocation in Melbourne DC
    • Virtual NSX gateway
    • Virtual machines including Compute resources, memory and storage
  • Inter DC (Sydney-Melbourne) WAN link

Benefits

  • Maintained service while competitors exited market
  • Delivered a large increase in potential new business opportunities and government customers

Converged Communication Network Applications (CCNA) provides communication systems and services to businesses and government organisations. Its core business is the design, development and implementation of converged communications network applications. As well as voice and video applications, CCNA provides network continuity for applications used to deliver collaboration, unified communications, virtualisation and mobility.

CCNA’s services range from preliminary consultation to project management, implementation and ongoing support. The business has offices in Sydney, Melbourne, Brisbane, Perth, Canberra and Auckland, and a presence in Adelaide and Wellington. “We deliver our solutions throughout Australia, into Asia and globally through network relationships,” says Craig Sims, Operations Director, CCNA.


Challenges: Deliver a full-featured data centre service

CCNA wanted to be early to market with a feature-rich hosted telephony and contact centre solution. The business was seeing a range of competitors positioning themselves to launch similar services and faced losing customers and revenue if it failed to get its own solution up and running.

WE REQUIRED LINKS TO THE OUTSIDE WORLD WHILE FULLY PROTECTING OUR INTERNAL HARDWARE AND RESOURCES AGAINST DATA LEAKAGE OR UNAUTHORISED ACCESS

To deliver the solution, CCNA needed a complete data centre service that spanned infrastructure, monitoring, security and storage. “We needed to deliver a solution that could be hosted in a private cloud or could operate with multiple businesses and government organisations as tenants,” says Sims. “So we required links to the outside world while fully protecting our internal hardware and resources against data leakage or unauthorised access.”


Solution: Upfront due diligence and extensive liaison key to project success

When assessing potential data centre partners for its telephony and contact centre solution, CCNA conducted an extensive evaluation to identify potential data centre providers and NTT Communications ICT Solutions (NTT ICT) best met its needs. “NTT ICT was a great fit for us as they performed extensive due diligence and presales activity,” Sims says. “There was a lot of liaising between NTT ICT and our application vendors to pull together a solution that worked for us.”

This approach delivered dividends as CCNA was able to deliver a highly robust solution in six months that outperformed similar offerings from rivals. “There were a lot of competitors releasing the same hosted-style voice and contact centre solutions at the same time as us, so we needed to get ours in and get it right the first time,” Sims says. “With NTT ICT, we were able to do that.”

The NTT ICT data centre solution comprises secure Juniper firewalls protecting Dell servers running VMware virtual machines. Storage systems hold CCNA telephony and contact centre service data while offsite tape backups provide additional protection in the event of an issue. This environment connects to secure carrier links to customer environments. “Security was a key challenge for us,” Sims says, “particularly when providing access to the application for customers from remote locations and who did so from a private cloud.”

“We worked closely with NTT ICT to configure our firewalls to provide as close to 100 percent protection as we could manage.”

CCNA WAS ABLE TO DELIVER A HIGHLY ROBUST SOLUTION IN SIX MONTHS THAT OUTPERFORMED SIMILAR OFFERINGS FROM RIVALS

 


Benefits: Tenanted solution enables CCNA to target a large customer segment

CCNA has achieved what Sims describes as some “significant positives” from the telephony and contact centre solution. “Generally in today’s market, cloud and hosted solutions are the first thing customers are looking for,” he says, ”so thanks to the fast development of the first phase of the project, we have an end to end solution for them.”


The fact customers can opt for a private cloud or fully tenanted solution has paved for CCNA to market the service to a huge segment of businesses and government organisations. “A lot of our competitors have struggled with their solutions and since pulled out of the market, so we now have an even greater opportunity,” Sims says. “We are bringing new customers on board regularly as we speak.”


He describes the experience of working with NTT ICT as enjoyable and commends their diligence. “There is a lot required around presales and upfront scoping of projects and NTT ICT has worked closely with us to provide that."

CLOUD AND HOSTED SOLUTIONS ARE THE FIRST THING CUSTOMERS ARE LOOKING FOR SO THANKS TO THE FAST DEVELOPMENT OF THE FIRST PHASE OF THE PROJECT, WE HAVE AN END TO END SOLUTION FOR THEM

 

 

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