Hostcomm enables mobile gaming leader Mfuse to reduce costs and improve client interactions with hosted Cisco IP Telephony

Mfuse Overview

Mfuse is a world leader in mobile gaming technology, providing industry-leading betting and gaming solutions. Mfuse design, develop and deploy mobile gaming services for companies throughout the online gaming industry and broadcast sector. Since Mfuse’s conception, they have earned broad recognition for innovations in mobile gaming technology and are credited with the introduction of many industry firsts.

The drivers to change their communications infrastructure

Prior to the implementation of a hosted Cisco solution Mfuse were suffering reliability problems with their PBX. Due to their rapid growth they had also outgrown their system and expected the growth to continue with more and more staff working remotely. Staff headcount had been increasing and the client list had been growing quickly. Their PBX telephone system was now stifling growth and affecting their customer experience. Finally Mfuse planned to relocate within 12 months.

The business objectives

Ensuring that the new solution not only replaced the old PBX but also contributed to cost reduction, staff productivity and customer satisfaction the main objectives were as follows:
·          Facilitate zero cost internal telephony from any location.
·          Manage client telephone calls intelligently with available resource.
·          Outsource the management and administration
·          Reduce sunken costs associated with PBX hardware
·          Enable the future relocation of their HQ without incurring huge re-implementation costs

Hostcomm’s Solution

Hostcomm provided it’s HostNet hosted Cisco IP Telephony service following a successful free trial to prove the concept. The service is delivered via a 2Mbps SDLS connection and includes the following features:
·          Comprehensive telephony features
·          0207 DDI number range
·          Voicemail
·          Web based phone configuration
·          Contact centre services (IVR, auto routing, call queuing,
·          Low rate PSTN dialling via PRI at TeleCity
·          Remote monitoring and management
·          Technical support helpdesk

Implementation

Having proved the concept within the trial period Mfuse were confident that the new solution would deliver on the business objectives. The service was activated within a few hours and working closely with Hostcomm’s technical support team over the next week it was tuned to meet the business requirements. The equipment required for connection and security was shipped to site pre-configured and installed remotely by Hostcomm engineers.

The Benefits

·          Reduced costs due to elimination of BT line rental, PBX purchase and support, outsourced support and admin.
·          Easy addition / deletion of extra phone accounts
·          Relocation involves simply re-terminating the SDSL line.
·          Improved customer experience 24 hours a day.
·          Increased flexibility and scalability to cope with future growth.

Detailed Solution Overview

Premise equipment

Cisco LAN switches supporting powered ports, Cisco SDSL router and Cisco phones - 7960, 7940, 7912 and 7936 conference phones.

Main Features used

Voicemail, Hunt groups, call routing on time of day, call queuing, IVR, web configurable call forwarding, remote telephony using soft phone.

PSTN dialing

Premier uncompressed primary rate ISDN service based at Hostcomm’s main datacenter in Harbour exchange, Docklands. Low rate call tariffs.

Security

VPN between Mfuse and Hostcomm with voice encryption.

Mfuse – Hostcomm connectivity

Bulldog 2Mbps broadband SDSL circuit