Merlin Information Systems was founded in 1991, in a world dominated by PC manufacturers and hardware dealers they realised the opportunity to become one of the very first IT companies focused purely on support. That confidence was built on a passion for customer service and experience in an industry that they believed was technology led.
Merlin had 3 existing Nortel/Avaya CS1K telephony systems, which were running R6 software with 3 separate CC7 Contact Centre platforms across sites in Debrecen, Budapest and Manila, which also supported agents in the UK. These solutions were all standalone but remote users were connected via the existing Global MPLS network to enable blended shore services and provide a certain level of flexibility.
The existing solution meant that Merlin had large volumes of in country telephone numbers, crudely implemented networked contact centres and complex DR processes with limited capability.
By upgrading to Avaya Aura, Merlin was able to take advantage of Avaya upgrade promotion pricing rather than buying new licenses. The solution design would give Merlin the ability to re-route Contact Centre calls between locations in the event of a DR situation. It also enabled them to deliver resilient agent recording with quality management, encryption along with applications to assist with PCI compliance.
With 4net’s help, Merlin has built a solution that provides those fundamental and essential requirements of high levels of availability, quality and resilience and that also gives options that future proof the solution to ensure that Merlin meet the changing needs of their clients and their customers now and in the future.
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“The Aura solution and the design that we came up with 4net, has enabled us to be more mobile from a back-office perspective, which means that management and other business functions can work remotely. They can work on the go and able to take calls wherever they may be, from any device. Our agents can now work from multiple locations which is a big advantage from a D.R perspective.”
Aaron Dutch – Director of Service, Merlin