SYDNEY, Australia - September 23, 2004 - Australian serviced office solutions company Servcorp is generating operational cost savings and higher levels of customer retention following the deployment of an Internet Protocol (IP) Communications solution from Cisco Systems®.
Servcorp initiated the deployment of a Cisco® IP converged network for voice, video and data in 2001. Servcorp has since expanded the network, deploying more than 1200 Cisco IP Phone 7960 Series handsets in 10 locations including Beijing, Tokyo, Paris, Singapore and Sydney.
The solution has helped Servcorp create a transparent, centrally managed billing system for many tenants, despite the geographic disparity of its serviced offices. This feature, unachievable with traditional, Private Branch Exchange (PBX)-based communications systems, has reduced operational costs for Servcorp and has also enabled the development of customised applications for customers.
The converged network also has helped Servcorp to develop a "virtual office" for travelling customers, providing common working facilities regardless of office location, helping to improve the customer experience.
Marcus Moufarrige, General Manager Servcorp Asia and Chief Information Officer said; "Flexibility, scalability and integrated systems are essential in a multi-tenant environment. The IP path Servcorp has undertaken with Cisco is a strategy to reach an integrated, flexible model necessary for our unique customer communications interface. Because Cisco IP handsets have smarter features and portability, we saw past the simple toll-bypass savings benefits and took a progressive improved customer service view in regard to IP telephony services and features."
With help from Cisco, Servcorp integrated its IP network with its own front-end software application, WorkSmart. WorkSmart is a multi-tenant interface that makes customised virtual office solutions appealing to customers. This integration helped Servcorp create operational cost savings, reduce equipment and maintenance costs and positively affect customer retention rates.
Ross Fowler, Cisco Managing Director, Australia and New Zealand, said; "As an Australian company which has developed a global reputation for excellence, Servcorp saw early on the strategic advantage and value it could gain early on from IP Communications. The technology Servcorp is using is changing the landscape for the serviced office environment."
The Servcorp IP Communications network is based on the deployment of a range of Cisco networking hardware and software, including Cisco Catalyst® 6500 and Catalyst 3500 series switches, Cisco 2600 and 3600 series routers, Cisco Cisco CallManager, Cisco UnityTM voice mail, Cisco IP Contact Centre (IPCC) and Cisco IP Phone 7960 and IP Phone 7970 series.
