27 February, 2013 – Global IT services and support provider Merlin, has selected Telstra Global as its sole Global Voice over IP (GVoIP) and Global Virtual Private Network (GVPN) provider, to deliver a cost efficient global support service to its international customers…
27 February, 2013 – Global IT services and support provider Merlin, has selected Telstra Global as its sole Global Voice over IP (GVoIP) and Global Virtual Private Network (GVPN) provider, to deliver a cost efficient global support service to its international customers.
The deal sees Merlin replace its legacy telephony system with a VoIP solution and single communications platform for its entire business in Asia, US and UK, including Hong Kong, China, Singapore, Australia and India. It will ensure the fast, effective and low cost routing of over a million inbound calls a year to its IT technicians based in six global offices, with improved reliability, performance and service delivery.
Alongside improved collaboration between employees, Telstra Global’s GVoIP and GVPN solution will also provide Merlin with the ability to offer toll-free international numbers in more than 25 countries, enabling its clients to access IT support without having to pay international call charges.
Merlin’s Head of Technology, Mr Aaron Dutch, said the company chose Telstra Global as its primary VoIP telephony provider due its proven ability to enable a consistent, high quality global support service whilst reducing costs, enabling Merlin to enhance team collaboration.
“Robust telecommunications are critical to our main goal of delivering the most efficient and cost effective support to our customers. Telstra offers a highly reliable and cost effective global solution that enables us to deliver world-class, 24 hour support services to our customers around the world,” Mr Dutch commented.
Telstra Global’s Director for Portfolio and Marketing, Mr Nathan Bell, said the two companies share a similar degree of dedication to customer support.
“We recognise the importance Merlin places on meeting its stringent service level agreements in dynamic global markets. As a 24/7 company itself, Merlin will especially benefit from the round the clock support and world-class levels of service availability provided to all Telstra customers,” he concluded.
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