What makes us Unique
Our unique combination of hosting leadership and deep telco 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 WAN and mobile network. Our deep expertise in Telco (19 years) delivering exclusively to Australian Businesses means our solutions are tailored, tried and tested.
Our suite of Management Tools enables you to maintain visibility 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. Our tools give you the visibility and control to make informed business decisions, optimize services and control cost.
In addition, our award winning Personal Accountable Service and comprehensive management tools provide you with a high quality service whilst enabling you to maintain visibility and control.
We understand the changing business & IT landscape - superfast broadband, mobility, convergence, SaaS, mission critical apps help drive network from customer's head office to external data centre
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 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.
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, Macquarie HUB, to provide the essential mobile support. At a time when many businesses are cutting costs by outsourcing contact centres overseas, we are investing in Macquarie HUB for the long-term benefit of our clients.
Both literally and metaphorically, Macquarie HUB 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 are measuring Macquarie HUB against the best contact centres in the world. We have invested two years and several million dollars investigating the world’s top contact centres and have adopted world’s best practice in technology, processes, recruiting and people management.
We have done this because our aim is to provide you with the best contact centre experience in the world – not just the best in Australia.
Management Tools
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, the ability to set alert thresholds with notifications sent to you via email or SMS, and 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 giving 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.
