macquarie-telecom-capabilities-statement

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© 2014 Macquarie Telecom Pty Ltd AN END-TO-END BUSINESS COMMUNICATIONS PLATFORM 100% AUSTRALIAN OWNED AND OPERATED HOSTING, CLOUD AND TELECOMMUNICATIONS

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Page 1: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd

AN END-TO-END BUSINESS COMMUNICATIONS PLATFORM

100% AUSTRALIAN OWNED AND OPERATED HOSTING, CLOUD AND

TELECOMMUNICATIONS

Page 2: Macquarie-Telecom-Capabilities-Statement

© 2013 Macquarie Telecom Pty Ltd 2

01 AN END-TO-END BUSINESS

COMMUNICATIONS PLATFORM

Combining Australia’s largest, most secure and available hosting

platform with a highly resilient business-only telecommunications

network, Macquarie Telecom provides comprehensive as well as

bespoke solutions for delivering applications, data and voice.

Our unique combination of hosting leadership and extensive

telecommunications expertise means that we avoid the typical silos of

responsibility, by offering an end-to-end, integrated infrastructure as a service

that both hosts applications and delivers them to users located anywhere

across an application aware network, including mobile.

In addition, our award winning Personal Accountable Service and unique

online management tools provide you with a high quality service whilst

enabling you to maintain full visibility and control.

Only Macquarie Telecom can deliver an infrastructure service to Australian

businesses that provides:

Choice, with voice, data and mobile solutions that consolidate the major

Australian business carriers into a single plan; and high performance hosting

solutions that range from colocation, to dedicated managed, right through

to the cloud, or a hybrid of both.

Flexibility, expanding and contracting on demand, allowing you to plan –

and, more importantly, pay – for average loads while allowing for peaks. Our

multi-carrier mobile, voice and data options mean you can change carrier,

plan, devices and technologies within your contract with ease.

Control and visibility via our powerful and intuitive MacquarieView

management tool suite that you can access from anywhere with an Internet

connection. Our LAUNCH Cloud managed hosting tools give you the power

to transform your IT environment at the click of a mouse.

Availability, with an N+1 redundant design across our hosting platform,

data network and multi-carrier telecommunications infrastructure, all

backed by 24x7 onsite support from expert engineers. Added to this is our

range of business continuity services that can maintain availability for your

in-house applications in the event of a disruption.

Security, with the highest level of security certification in Australia, including

ISO27001 and PCI DSS.

OUR UNIQUE ONLINE

MANAGEMENT TOOLS

PROVIDE YOU WITH A HIGH

QUALITY SERVICE WHILST

ENABLING YOU TO MAINTAIN

FULL VISIBILITY AND

CONTROL

Page 3: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 3

MANAGED HOSTING, COLOCATION AND CLOUD

SERVICES

At Macquarie Telecom we have 13 years’ experience hosting mission critical

applications for mid-size Australian businesses and nine years’ experience

hosting Government secure Internet.

Our hybrid hosting solutions provide choice and flexibility by delivering best-in-

class colocation, dedicated, bare metal and managed virtual data centre

services tailored into a single integrated solution to future-proof your business.

Data Centre Solutions

Australia’s first showcase Tier III certified data centre facility, Intellicentre 2 (IC2)

offers colocation and secure managed hosting services to both local and

international organisations, including the Australian Federal Government. IC2

recently won the Frost & Sullivan Data Centre of the Year Award 2013, a

testament to our mission to deliver world-class data centre solutions via highly

secure, globally certified facilities.

Situated in Macquarie Park, one of Sydney’s largest technology parks just 15-

minutes from the CBD, and linked via diverse dark fibre to our CBD-based facility,

Intellicentre 1 (IC1), our data centre facilities offer businesses the ability to move

from colocation right through to delivering a hybrid cloud solution for greater IT

agility, long term scalability and commercial contract flexibility.

Macquarie Telecom’s Intellicentre 4 (IC4) Managed Security Centre, based in

Canberra, is our third state-of-the-art data centre, designed to support the

Federal Government’s gateway consolidation program.

Because our facilities and all data within them resides 100% in Australia with

no ties to the United States, Macquarie Telecom is not subject to the US

Patriot Act, giving you peace of mind that your sensitive information is kept

secure, always.

“It is reassuring to outsource a critical part of our infrastructure

to a company that is local, accessible, well resourced and very

professional.”

- Steve Hawkes, CIO, Pickles Auctions

Page 4: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 4

LAUNCH Cloud Solutions

Introduced in January 2013, our LAUNCH Cloud infrastructure is based on

best-of-breed technologies to provide high performance, resilience and

manageability. The solution stack is built on VMware and includes Cisco UCS

compute platform, EMC storage, Fortinet firewalls as well as F5 global and

local application and traffic management solutions.

LAUNCH services are entirely managed and monitored through online portals

that give customers full control and visibility to their business critical

infrastructure. Our online management tools offer views on your service

inventory, rack power management and 2-hour provisioning portal modules.

These services live in Australia’s most highly certified data centres –

Intellicentre 1 and Intellicentre 2 – both located in Sydney and are backed by

a 99.95% Service Level Guarantee on all hosting products and a 100% SLG for

active/active "Multi Availability Zone" solutions.

The high performance infrastructure is underpinned by an exceptional

24x7x365 support service. Hosting customers are put directly in contact with

dedicated engineers in the Hosting Management Centre (HMC) to ensure

efficient and competent support.

LAUNCH Virtual Data Centre

LAUNCH Virtual Data Centre (VDC) provides customers with a complete

compute, networking and storage infrastructure within our world-class data

centre that is directly under your control. The Virtual Data Centre allows

customers to become their own resource manager with the ability to turn up,

turn down and size your cloud computing resources at the click of a mouse,

resulting in a reduction of IT costs as well as quick on-demand deployment of

new cloud environments.

Macquarie Telecom LAUNCH VDC is a cloud environment with private

compute, network and storage resources that are not oversubscribed. This

means that customers have 100% control over their compute and network

performance and do not suffer from any "noisy neighbour" issues. Not only

does this increase the performance availability of the platform but it also

makes it easier to manage and reduces operational risks.

The VDC solution can be connected to any other hosting (VDC, dedicated,

colocation) and networking solution (MPLS, VPLS, data centre and solution

cross connects) and comes in two versions: managed or self-managed. In a

managed VDC, Macquarie Telecom provides a fully managed operating system

including a repair time guarantee, patch management and license

management. The self-managed version allows customers to run any kind of

operating system or appliance.

LAUNCH CLOUD

INFRASTRUCTURE IS BASED

ON BEST-OF-BREED

TECHNOLOGIES TO PROVIDE

HIGH PERFORMANCE,

RESILIENCE AND

MANAGEABILITY

LAUNCH VIRTUAL DATA

CENTRE (VDC) PROVIDES

CUSTOMERS WITH A

COMPLETE COMPUTE,

NETWORKING AND STORAGE

INFRASTRUCTURE WITHIN

OUR WORLD-CLASS DATA

CENTRE THAT IS DIRECTLY

UNDER YOUR CONTROL

Page 5: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 5

LAUNCH Dedicated Private Cloud

LAUNCH Dedicated Private Cloud is built on dedicated infrastructure (including

hypervisor) so your cloud environment provides the security necessary for your

mission-critical applications. Private Cloud can be delivered via our LAUNCH

managed dedicated servers or via our colocation services at our Tier III

Intellicentre 2 data centre.

LAUNCH Storage Solutions

From ultra high performance 8,000 IOPS to low cost archive storage,

Macquarie Telecom offers "horses for courses" when it comes to storage. Our

solutions provide several workload optimisation features that address "noisy

neighbour" issues and can increase the performance of heavy workloads using

dynamic storage tiering and block level storage replication, as well as a NAS

solution using CIFS or NFS.

LAUNCH Security

LAUNCH Security is a suite of mission-critical solutions built to work with your

Cloud environment. The security solutions come with an advanced

management portal so you can make changes on the fly, whilst still meeting

your security and compliance requirements. Within the LAUNCH Security suite,

Managed Virtual Firewall is a complete firewall-as-a-service inside your Virtual

Data Centre, whereas Managed Dedicated Firewall is a high-performance

firewall-as-a-service suited to complex private cloud environments.

LAUNCH Disaster Avoidance

Macquarie Telecom offers all components for mission critical Multi Availability

Zone (MAZ) Disaster Avoidance solutions that can't afford any downtime,

including two highly certified data centres in Sydney, Intellicentre 1 and

Intellicentre 2, which are connected with a redundant dark fibre link to

provide sub 1ms latency, plus an additional data centre in Canberra,

Intellicentre 4 (the Bunker). Our Disaster Avoidance solutions include high

performance storage and storage replication, global and local server load

balancing and traffic management, cross-connects in a redundant

configuration that redundantly links any hosting environment, a 100% Service

Level Guarantee on active/active MAZ solutions, and value added services like

Back-up-as-a-Service (BaaS).

LAUNCH DISASTER RECOVERY WILL

GET YOU BACK UP AND RUNNING IN

LESS THAN 30 MINUTES. YOU WILL

NOT EXPERIENCE MORE THAN 5

MINUTES DATA LOSS

WE OFFER A 100% SERVICE

LEVEL GUARANTEE ON

ACTIVE/ACTIVE MULTIPLE

AVAILABILITY ZONE

SOLUTIONS

Page 6: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 6

LAUNCH Disaster Recovery

LAUNCH Disaster Recovery is a fully outsourced solution that works at the

hypervisor level. It is application independent, so it works with a wide range of

applications and environments. With one of the lowest downtimes for a

disaster recovery solution in the industry, LAUNCH Disaster Recovery can get

you back up and running in less than 30 minutes and our committed data

retention policy means that when disaster strikes, you will not experience

more than 5-minutes of data loss. In reality, most customers experience less

than 1-minute of data loss.

LAUNCH Disaster Recovery is the most advanced and cost efficient solution on

the market today; a turnkey solution with no consulting or engineering time

required, no guest-host requirements or additional hardware footprint, and the

ability to test and validate a failover prior to a disaster.

PCI Compliance

Utilising the services of a PCI-compliant business critical hosting provider

enables you to meet the required standards of PCI DSS, thereby achieving full

PCI compliance for your online business without the need for ongoing

management, maintenance and certification of your own infrastructure. This

saves time, money and resources.

Macquarie Telecom is the first managed hosting provider in Australia to have

achieved PCI certification – essential for the protection of your online credit

card transactions – at both Intellicentre 1 and Intellicentre 2. With years of

experience in PCI compliance and PCI hosting we can design a solution to

protect your critical customer data and ensure this is only stored on

infrastructure in Australia. And whenever regulations change, we will ensure

you remain compliant year after year.

DATA NETWORK SOLUTIONS

Macquarie Telecom offers a full suite of managed IP-VPN solutions tailored to

the mid-size corporate and government markets in Australia. Services are

delivered through our carrier grade All-IP MPLS network with direct point of

presence in all major Australian capital cities and Auckland in New Zealand.

This high resilience network with full redundancy and path protection in

both switching and transmission infrastructure delivers high availability

and performance.

ACHIEVE FULL PCI

COMPLIANCE FOR YOUR

ONLINE BUSINESS WITHOUT

THE NEED FOR ONGOING

MANAGEMENT,

MAINTENANCE AND

CERTIFICATION OF YOUR OWN

INFRASTRUCTURE

Page 7: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 7

Private IP (IPVPN)

Simplify your network management with our Private IP solutions, based on our

MPLS network to provide you with the proven speed and versatility of a carrier

grade MPLS-based network with full service coverage. And since our private

VPN is separate from the Internet, you avoid web-based security threats and

network congestion. We offer a secure, redundant infrastructure, plus Class of

Service (CoS) and Quality of Service (QoS), which will help your time-sensitive

or bandwidth-intensive applications perform at peak. You can also monitor

your entire network with comprehensive tools and QoS reports to ensure

everything works smoothly. We provide proactive alerting and troubleshooting

through to fault resolution and our multi-carrier offering creates a redundant

last mile solution, inclusive of wireless.

VPLS

Experience a “LAN-like” performance across your network with our Virtual

Private LAN Service (VPLS). Choose from a number of QoS packages to

prioritise how specific types of traffic can run on your network. Comprehensive

and reliable, VPLS provides you with multicast and the ability to scale to high

speeds between your critical sites. Macquarie Telecom can also offer the

choice of a hybrid network that includes both VPLS and MPLS, and access to

very large speeds at aggressive rates to enable large backups from your

premises to an offsite Disaster Recovery environment.

Business Internet

Access the Internet faster with our Business Internet, constructed on a

purpose-built network to maximise availability and optimise business

performance. Our Business Internet Service is delivered over a carrier-grade

backbone with multiple redundant, high-speed connections to the global

Internet, 24x7. This service can be complimented with our security suite to

ensure clean Internet is always provided.

Managed Network Services

Engage our team of experts with our Managed Network Services to expand

your resources without expanding your budget. Our Managed Network Service

supplies, installs and maintains your routing and wide area network (WAN)

infrastructure anywhere in Australia and around the globe, while you retain full

visibility and control over your network devices including mobile devices,

managed routers, servers, storage and Managed WAN Optimisation via InView.

EXPERIENCE A “LAN-LIKE”

PERFORMANCE ACROSS YOUR

NETWORK WITH OUR VIRTUAL

PRIVATE LAN SERVICE (VPLS)

Page 8: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 8

Managed WAN Optimisation

Improve the performance of your business applications and optimise your

network’s bandwidth with our Managed WAN Optimisation (MWO). Supported

by the world leading Riverbed technology, MWO can save you time and effort

by offering you mobile options, no upfront capital costs and Service Level

Guarantees. We can even accelerate applications out to your mobile

workforce.

Secure Remote Access

Access your corporate network securely with a remote device on an Internet

connection through the use of a web browser. Using the latest generation

carrier grade Secure Sockets Layer (SSL) equipment, our Secure Remote Access

gives your users “clientless” remote access that require no additional software

other than a web browser with a simple single sign in for ease of use.

A/NZ Connect

A network service that’s been specifically designed for Trans-Tasman

businesses with one network, one point of contact and one cost centre, A/NZ

Connect provides a one-stop telecommunications solution for companies that

have a presence in both Australia and New Zealand.

International Data

Macquarie Telecom reduces the cost, risk and complexity of offshore network

operations by helping Australian companies seamlessly integrate their

domestic and international networks. The International Data Service is based

on a fully meshed, carrier grade private global backbone for guaranteed

throughput and reliability. Macquarie Telecom takes responsibility for all

elements of the managed service including Cisco routers in all countries, local

access lines, international transmission, 24x7 proactive monitoring and over-

arching management.

“Enhancements in WAN bandwidth and management of end point

routers has reduced IT staff load and vastly improved

performance for end users, in turn increasing productivity.”

- Mark Rankin, IT Manager, Weir Minerals

A/NZ CONNECT PROVIDES A

ONE-STOP

TELECOMMUNICATIONS

SOLUTION FOR COMPANIES

THAT HAVE A PRESENCE IN

BOTH AUSTRALIA AND NEW

ZEALAND

Page 9: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 9

FIXED VOICE AND UNIFIED COMMUNICATIONS

(COLLABORATION) SOLUTIONS

Voice Solutions

Macquarie Telecom offers a full suite of business fixed line ISDN and PSTN

services to maximise the efficiencies of business telecommunications.

Offering carrier diversity means Macquarie Telecom can offer you the greatest

geographic coverage of any service provider in Australia. We also offer easy to

remember national 13, 1300 and 1800 numbers plus a number of

international toll-free inbound services. Our multi-carrier offering gives you a

choice of best-of-breed voice services, delivering a flexible and robust solution

tailored specifically to your needs.

Inbound Call Plan Manager

A highly flexible management tool that gives you the ability to manage your

inbound voice services from your desktop, anywhere in Australia. As well as

offering non-geographic and 13, 1300 and 1800 numbers, Inbound Call Plan

Manager allows you to design, build, change and monitor the distribution of

incoming calls to your business.

Inbound Voice Reporting

Macquarie Telecom Inbound Voice Reporting offers you complete visibility of

inbound call traffic on your 13, 1300 and 1800 business numbers. What’s

more, you’re able to easily manage and monitor this traffic thanks to a user-

friendly and intuitive online interface.

SIP Trunking

SIP Trunking allows you to make telephone calls by integrating IP with the PSTN

or ISDN network. SIP Trunking provides multiple voice channels enabling you to

make VoIP calls. SIP Trunking simplifies your network management by

consolidating your PABX infrastructure, reducing the maintenance costs of

running separate voice and data networks, and decreasing your line rental costs.

Unified Communications – Audio Conferencing

Macquarie Telecom’s Unified Communications provides an on-demand

conference room available 24x7 to meet with colleagues or customers with

live operator support. Access to your conference room can be activated from

any telephone in any location.

SIP TRUNKING PROVIDES

MULTIPLE VOICE CHANNELS

ENABLING YOU TO MAKE VOIP

CALLS

Page 10: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 10

Unified Communications – Web Conferencing

Macquarie Telecom’s Web Conferencing gives you the choice of WebEx®,

Unified Meeting 5 or Adobe® ConnectTM solutions so you can share documents

and PowerPoint® presentations from your computer. You can also integrate

voice conferencing, web conferencing and multi-way video from your desktop

making our Web Conferencing service ideal for e-Learning, interactive

demonstrations, sales presentations and internal communications.

Unified Communications – Video Conferencing

Macquarie Telecom’s Video Conferencing provides you with video bridging,

managed services or operator-assisted options so you can choose the most

effective method of communicating with your audience. Macquarie Telecom’s

Video Conferencing gives you total meeting management so you can make

your virtual meetings as visual and as interactive as your face-to-face meetings.

MOBILE SOLUTIONS

Multi-carrier Business Mobile Solutions

Macquarie Telecom Mobility Solutions are enterprise level, aligning your

business goals and end user requirements with the right mobility technologies

without compromising cost, security or innovation.

Our multi-carrier network delivers flexible, business only plans so you can

choose a solution from all three Australian networks that best suits your needs,

whether it is office based staff, road warriors or international travellers. We

offer the flexibility to manage adds, moves and changes within your contract

with ease, and can work with you to develop a BYOD strategy that is both

flexible and secure.

However, mobility is no longer just about devices, plans and networks. Our

focus is delivering productivity benefits and transforming the mobile workforce

through innovative cloud technologies that enable efficiencies and growth

opportunities. We provide an enterprise-wide mobility platform that delivers

unparalleled choice of all three mobile networks and flexibility of any plan on

any network or device. The control and security of your mobile fleet is

achieved through Macquarie Mobility Manager online management tools for

cost and usage reporting.

You maintain visibility and control via FleetView, our market leading, fleet

management and reporting system. FleetView offers SIM and user

management, cost centre management, device procurement and extensive

reporting capabilities all online and in real-time.

CHOOSE A SOLUTION FROM ALL

THREE AUSTRALIAN NETWORKS THAT

BEST SUITS YOUR NEEDS, WHETHER IT

IS OFFICE BASED STAFF, ROAD

WARRIORS OR INTERNATIONAL

TRAVELLERS

Page 11: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 11

Mobile Voice

Our Mobile Voice Solutions can enable your mobile workforce to stay in touch

and increase productivity. We offer a range of business-only mobile voice plans

delivering simple and transparent pricing for your business. The Mobile Voice

plans can help reduce your mobile expenses with tailored services, and your

choice of consolidated billing and aggregated plans.

Mobile Data

Our Mobile Broadband offers a high-speed mobile data network delivering the

highest level of performance, security and access control with the option to be

directly connected to your corporate data network.

Hybrid Plans

Macquarie Telecom’s hybrid plan is an account level plan that delivers

absolute flexibility and choice: one plan, one rate and three carriers. You can

aggregate all your data into the one plan and share the usage across your fleet

and across all three domestic carriers.

Global Roaming Manager

While each network may offer global roaming data plans or voice plans,

Macquarie Telecom combines all three networks into one Global Roaming

Manager plan with a dollar allowance that covers voice, data and SMS. The

Global Roaming Manager plan is an account level plan and is available to users

on any Macquarie Telecom mobile network. Your global roaming can be easily

managed with FleetView, allowing you to control access by turning global

roaming on and off when you need, to reduce risk and control cost.

SMS Gateway

Macquarie Telecom’s SMS Gateway product provides a simple, cost effective and

efficient way of ensuring your SMS messages reach your audience, whether

individuals or large groups.

“Moving our mobile fleet (and ultimately our entire telco solution)

to Macquarie Telecom has reduced our costs, made our bill

management far more efficient and gives us a support group

(MacquarieHUB) that we know will resolve our problem for us.”

- Peter Blyth, IT Director, EB Games

YOU CAN AGGREGATE ALL

YOUR DATA INTO THE ONE

PLAN AND SHARE THE USAGE

ACROSS YOUR FLEET

Page 12: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 12

ONLINE MANAGEMENT TOOLS

Macquarie Telecom’s suite of online Management Tools enables you to

maintain visibility and control of all your services that are managed by us.

Whether it is voice, mobile, data or hosting services, Macquarie Telecom

delivers purpose built and personalised management tools, all designed with

the flexibility to meet the unique needs of Australian business customers.

With an intuitive web based interface, our Management Tools include near-

real time data displayed as performance as well as downloadable in CSV

format for more detailed analysis, and the ability to set alert thresholds with

notifications sent to you via email or SMS, visible from your web dashboard.

MacquarieView

A near real-time, online service management dashboard available anywhere

with an Internet connection, MacquarieView allows you to manage your

orders, alerts, bills, faults and performance for all your Macquarie Telecom

services.

FleetView

A near real-time mobile fleet management and reporting system, FleetView

gives you control of expenditure, usage, call types, business and personal use,

mobile inventory and cost centre allocation.

InView

A near real-time management and reporting tool for data and hosted services

available anywhere with an Internet connection, InView lets you plan, monitor

and troubleshoot issues across your network, from the core to the edge of

your infrastructure.

“Having a central location to manage the fleet is excellent. Many

other carriers only provide an invoice portal or portal to turn

features on or off. FleetView provides a place to manage the

high investment of the device and associated services.”

- Micheal Nolton, IT Manager, Yokogawa Electric Corporation

WHETHER IT IS VOICE,

MOBILE, DATA OR HOSTING

SERVICES, MACQUARIE

TELECOM DELIVERS PURPOSE

BUILT AND PERSONALISED

MANAGEMENT TOOLS

Page 13: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 13

THE MACQUARIE TELECOM DIFFERENCE

Heartbeat

Heartbeat unifies three key initiatives that we have developed to capture,

monitor and action the Voice of our Customers. It builds on the world-leading

Net Promoter Score® (NPS) methodology and Voice of the Customer practices.

It is a measure of our customers’ experience to ensure that we always listen,

understand and react to ensure an improved customer experience overall, and

at every touch point in their relationship with Macquarie Telecom.

Our goal is to earn our customers’ loyalty and attain their willingness to

recommend Macquarie Telecom to others through continual vigilance and

dedication to the only measure that matters.

MacquarieHUB

As specialists in business hosting and telecommunications, we understand the

critical role that these services play in your business. Our aim is to provide your

business continuity by solving any problems quickly and efficiently.

That’s why we have developed a specialist business contact centre,

MacquarieHUB, to provide essential support. At a time when many businesses

were cutting costs by outsourcing contact centres overseas, we invested in

MacquarieHUB for the long-term benefit of our clients.

Both literally and metaphorically, MacquarieHUB is at the heart of our

organisation. We have located it in-house, at the centre of our corporate

headquarters in Sydney.

Because we know that customer service is key to our success, we measure

MacquarieHUB against the best contact centres in the world and have adopted

world’s best practice in technology, processes, and recruiting and people

management. Our aim is to provide you with the best contact centre experience

in the world – not just the best in Australia.

Personal Accountable Service

Macquarie Telecom is built on a culture of exceptional customer service and

personal accountability. We call this ‘Personal Accountable Service’.

To us, Personal Accountable Service™ means much more than just doing our job.

It means taking ownership of our client’s problems and needs, and going the

extra mile in serving them and supporting our customer service team.

For you and your staff, it’s about knowing that the operator you’re speaking to

has the power to solve your problem – or to quickly escalate your issue to

BOTH LITERALLY AND

METAPHORICALLY, MACQUARIEHUB

IS AT THE HEART OF OUR

ORGANISATION. WE HAVE LOCATED

IT IN-HOUSE, AT THE CENTRE OF OUR

CORPORATE HEADQUARTERS

IN SYDNEY

HEARTBEAT BUILDS ON THE

WORLD-LEADING NET

PROMOTER SCORE® (NPS)

METHODOLOGY AND VOICE OF

THE CUSTOMER PRACTICES

Page 14: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 14

someone who can. Customer satisfaction levels are monitored and displayed in

real time, helping to create a culture of continuous improvement.

Our culture of exceptional customer service was recognised at the 2008 World

Communication Awards in London, when we won the prestigious ‘Best Customer

Care’ award over well-known providers. We are the only Australian company to

have received this coveted award.

The Hosting Management Centre (HMC)

In 2012, based on direct feedback from our customers, we introduced a new

support service for our customer – The Hosting Management Centre (HMC).

Based in our Pitt Street, Sydney facility and operating 24x7, the HMC gives

customers immediate contact with a qualified engineer for hosting incidents so

that someone with the know-how and technical expertise can promptly resolve

any issues. Not only does this reduce the time you spend on the phone and

improve resolution time, it also reinforces our guarantee to provide informative,

technical updates throughout the life of an issue so you know what’s happening

at all times.

For more information: macquarietelecom.com | 1800 004 943

Page 15: Macquarie-Telecom-Capabilities-Statement

© 2014 Macquarie Telecom Pty Ltd 15