The results from their efforts and work are what earned CCCanada this year’s gold award for best service organization.
Vikash Ambwani, founder and president of CCCanada, said the company first started working with The Logit Group about four to five years ago.
“[The Logit Group] was spending more money on their support calls than they needed to,” Ambwani said. “We needed to put a new infrastructure in place that would increase their savings.”
Waheed Noor, manager of technical operations at CCCanada, said previously, the biggest challenge The Logit Group was having was with security issues due to a non-secure network environment.
“They had [call centre] agents abusing PCs by deleting files and using the Internet when they weren’t supposed to,” Noor said. “We had to lock down the client operating system on the PCs with group policies so the computers would just do the job function and nothing more,” he adds.
In addition, CCCanada also implemented full rack-mounted IBM RAID servers, upgraded their base operating systems from Windows 98 to Windows 2000 and Windows XP, as well as upgraded all hardware that was based on IBM products. To help with its telephony system, CCCanada also implemented a Nortel voice system solution along with a predictive dialer, which was provided by CCCanada’s communication partner, Allstream Communications.
The Logit Group could not afford much down-time and required the implementation to be completed within the span of one weekend.
Implementation began on Sept. 29, 2006 and by the following Monday morning, CCCanada had The Logit Group back up and running for business as usual.
Drummond Informatique Ltee. won the silver award in this category and TP Systems Ltd. took home the bronze award.