Wits University Case Study

AT A GLANCE:

Situation:
• Ageing legacy NEC platform and a mix of analogue and digital technology which was no longer supported created business risk
• Hardware-intensive solution required costly onsite support and maintenance
• Risk factors from lack of resilience if the 20-year old technology were to fail
• Overall support costs needed to be reduced significantly
Solutions:
• Clustered MiVoice Business
• MiCollab for UC and Mobility
• MBG (Mitel Border Gateway) for SRC (Secure Recording Connection)
• TW and Sip-T for remote working
• MiContact Center with HA
• Integration to MS Teams and Oracle
Results:
• A modernised UCC infrastructure optimised for today’s hybrid working environment
• New technologies such as collaboration and mobility deliver a seamless user experience from anywhere
• Omnichannel contact centre for an improved student experience
• Substantial reduction in telephony and ongoing
support costs

Summery

Wits University had an ageing analogue communications system which was no longer supported and costly to manage. Mitel, along with local partner, Itec Tiyende, was awarded the contract to deliver a next generation unified communication business solution to Wits University who now enjoy a highly scalable, resilient, centralised UCC solution

.

The evaluation process

Wits University needed to migrate to a modern IP solution that could deliver CX, mobility, scalability and stakeholder satisfaction. They initially approached the market to investigate technology capabilities and vendor stability with the intention of modernising their telecommunications and upgrading to a comprehensive UC solution.

The first stage was a vendor RFI to choose the technology partner. Mitel produced a very good response and Wits University appointed them as the
OEM. The second stage of the process was an RFP to choose a local Mitel partner to deliver the solution and provide ongoing support. Mitel put forward three partners to evaluate, participating along with other bids representing the various OEMs. Itec Tiyende was chosen, a local partner who have worked with Mitel for over 15 years.

It was a unique procurement cycle and delivery because Wits University wanted to have a truly collaborative three-way link between themselves, the manufacturer and local partner. The project began after a detailed evaluation and governance considerations over a two-year procurement cycle, and the final rollout of the project was delivered in just four months.

A comprehensive UC solution

The educational intake for Wits University is in March therefore the project was rolled out in between semesters when the students and lecturers were away.
The project was deployed in phases, avoiding the registration period and to cause the least interruption possible. The cut over took place in April 2022 and the new system was live by the time the new study year began.

The main objective of the new MiVoice Business and MiCollab solution was to move away from analogue and digital telephony devices to a centralised system with VoIP devices.

Summery

Wits University had an ageing analogue communications system which was no longer supported and costly to manage. Mitel, along with local partner, Itec Tiyende, was awarded the contract to deliver a next generation unified communication business solution to Wits University who now enjoy a highly scalable, resilient, centralised UCC solution

.

AT A GLANCE:

Summery

Summery

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