Case Study: eNerds achieves faster, more responsive call handling with Mitel MiContact Center

eNerds calls on Mitel to enhance its Managed IT Service Offering

eNerds is a Sydney-based managed IT services provider for small and mid-sized businesses, founded in 2000 with offices in Sydney, Melbourne, Brisbane and Sri Lanka. Because telephone support is critical for the mission‑critical systems they manage, unpredictable peaks in call volume sometimes led to long queues and extended handling times; eNerds needed a way to predict, react to and rapidly reconfigure call handling and staffing.

Working with Mitel and a local integration partner, eNerds added MiContact Center to their existing MiVoice platform, implemented new reporting and monitoring, and developed a bespoke web‑based call‑flow application that lets non‑telecom staff change routing in real time via simple dropdowns. The result is clearer visibility of volumes and peaks, on‑demand call‑flow changes, dynamic staffing and consistently timely, professional support that minimizes client impact.

eNerds

Tristan Warner

Chief Technology Officer