macquarie-telecom-capabilities-statement
TRANSCRIPT
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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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© 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
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© 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
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© 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
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© 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
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© 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
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© 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)
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© 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
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© 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
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© 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
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© 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
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© 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
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© 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
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© 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
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