Leading global software developer, Critical Path has boosted company-wide collaboration and slashed intra-company telecommunications costs, thanks to a recent project by Complete Telecom.   Intra-company telephone calls no longer incur telecoms costs and are routed via Voice over IP (VoIP) using the company’s own network infrastructure, moving employees away from expensive mobile phone calls.  Similarly, the adoption of IP-based collaborative technologies allows geographically dispersed staff to use visual and audio communications on-demand.

With 250 employees located in the US and Europe, the ability to communicate in a cost-effective and efficient manner is critical for the organisation.  For example, half of all staff in Dublin are software developers and the roadmap team is responsible for writing code for cutting-edge applications to be rolled out within aggressive timeframes.  “Speed to market is a key competitive advantage and is achieved by virtual teams working together across different functions and time zones,” according to Donal O’Callaghan, Senior IT Manager with Critical Path.  “Providing each employee with the ability to reach colleagues and conferences using VoIP technology removes telecoms running costs and enables our staff to share vital information in a timely and efficient manner.  Our distributed employees, in particular feel more part of the team and they interact more.”

Prior to deployment of this solution, our conferencing costs were running at approx. $6,500 per month.  Thanks to Complete Telecom, we’ve been able to reduce these costs to $1,200. – Donal O’Callaghan, senior IT manager, Critical Path.

The Power of  IP
Using Cisco technology, Complete Telecom provided the platform for Critical Path’s IP-based enterprise phone system.  The Cisco Phone Proxy feature which runs on the Cisco ASA security device, was integrated with Cisco Unified Communications Manager to build a scaleable and reliable Voice over IP network.  For example, an employee based in a home office in Limerick, who needs to talk to a colleague in Berlin uses the Cisco 7940 handset in his home office to dial the employee with a four-digit code. The availability of the traditional desk phone and simple dialling encourages the employee to use Critical Path’s enterprise technology rather than an expensive mobile call.  In fact, the system uses least-cost call routing for all external calls.

“Unlike traditional softphones, distributed employees don’t need a special network device at home and we don’t have to install a VPN/firewall solution on our own network,” explains O’Callaghan.  “The VoIP handset makes a secure connection across the Internet and then through the Phone Proxy to our enterprise voice system.   It’s transparent to the user and the voice quality delivers a PSTN-type experience,” he adds.

The Power of Collaborative Technologies
To build virtual communities of staff, suppliers and customers across the globe, Complete Telecom deployed Cisco Unified MeetingPlace 8.0 with integrated Cisco WebEx Web conferencing.  This replaced numerous conference providers with a single in-house system and allows conferencing traffic to run across the company’s own IP network, reducing toll call charges and recurring conferencing fees.  Critical Path can also isolate confidential meetings behind a firewall to enhance security, while also having the flexibility to set up Internet-accessible meetings with external parties.

“Prior to deployment of this solution, our conferencing costs were running at approx. $6,500 per month,” explains O’Callaghan.  “Thanks to Complete Telecom, we’ve been able to reduce these costs to $1,200.  For example, an employee working with our distributed development team would find himself dialling 2 – 3 different providers to attend a conference call.  Now the call,  a 4 digit dial code is free. Similarly, external users of the system can also dial toll-free thanks to a very competitive deal we negotiated with international carrier, Verizon.”

Critical Path availed of very attractive financing option through Complete Telecom and leased the solution over a period of 3 years.  “We calculated that the system will have paid for itself in just 10 months,” explains O’Callaghan.  “That’s a great return on investment.”

“The solution offers powerful benefits to Critical Path on a number of levels,” explains Ray Hill, Commercial Director with Complete Telecom.  “Staff can deliver online, dynamic training programmes, which allow documents and presentations to be shared in a fully interactive environment.  A less obvious but equally powerful benefit of the system is the in-built ability for IT staff to use it as a troubleshooting tool.  Click-to-connect live support and two-way file transfer allows IT support staff to log into a client’s desktop as administrator and troubleshoot as appropriate,” he adds.  With so many Critical Path employees working from home-based offices, it’s an ideal way to support them with high level technical assistance at minimum cost.

“Simply put, we chose Complete Telecom as we trust them,” says Donal O’Callaghan.  “When we initially scoped the project, the technology didn’t even exist.  However, staff at Complete had the foresight to take us to Cisco, where the technology caught up with our vision.”

Technology Spotlight

Cisco Unified MeetingPlace 8.0 Cisco Unified MeetingPlace^® conferencing is an on-premises virtual meeting solution within Cisco Unified Communications. It delivers an exceptional user experience with integrated voice, video, and web conferencing and interfaces that make it simple to set up, attend, and manage meetings. Cisco Unified MeetingPlace conferencing extends the value of Cisco WebEx^™ meeting applications with on-premises voice, video, and web conferencing options that provide cost savings and added security.

Features

• Advanced Audio and Video Conferencing
  Users can connect to meetings from their desktop, PC-based, or mobile phones. User- and moderator-controlled functions, such as muting phones and private breakout discussions, help provide effective virtual meetings.
• Cisco WebEx Integration with Cisco Unified MeetingPlace Conferencing
  Cisco Unified MeetingPlace 8.0 can be deployed as a standalone audio and video solution or it can be integrated with Cisco WebEx meeting applications. The solution components are tightly integrated so users experience the simplicity of having a single point of setup, attendance, and meeting control across audio, video, and web conferencing. Authentication is simplified with single sign-on across the solutions. From the Cisco WebEx meeting interface you can dial out to your phones to attend, see who is speaking, and access voice controls, such as muting participants and locking the meeting.

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