The Victorian Farmers Federation is a lobby group dedicated to the interests of farmers and making a difference to communities. With a strong record of successful political advocacy and leadership, the VFF has generated substantial benefits for the agriculture sector since its formation in 1979. Even though farming has its own natural challenges from droughts, bushfires, and foods, our members have collectively earned the VFF a reputation as a respected leader, contributor, and lobbyist. The VFF consists of seven Commodity Groups – Dairy (United Dairyfarmers of Victoria), Livestock, Grains, Horticulture (incorporating Flowers Victoria), Chicken Meat, Eggs, and Pigs – as well as four Committee groups – Water, Land Management, Farm Business, and Rural Development and Farm Security. VFF members lead each of these groups and, with the support of Melbourne and regionally based staff, provide the power to effectively influence all levels of government on the wide range of issues that impact on modern farming.

Opportunity for Improvement

Victorian Farmers Federation (VFF) was utilising basic telephony and were unable to track basic caller information, such as who was calling and for what reason. VFF didn’t have any method in place to capture data from calls and as a result, was struggling to allocate the suitable resources to interact with its members.

Staff didn’t know on any given day what their members were contacting them about. The organization wanted better visibility into what its members were contacting VFF about in order to improve its members’ experience and to plan resource capacity around that. In addition, VFF were looking to improve collaboration with their branch locations, staff, and members in the field.

Contact Centre:

  • No Visibility of Call Volumes
  • No Visibility of Call Context

LAN Infrastructure:

  • No visibility or control Switching

Unified Communications & Collaboration:

  • No Local Survivability
  • No Local Presence
  • No Resiliency
  • Limited Video Capability
The Solution

Cisco Unified Communications Manager (CUCM)

  • Voice Control – Standard PBX features including
  • Inbound / outbound dialling
  • Hunt groups
  • Connectivity to the PSTN
  • Internal dialling between sites

Cisco Unity Connection (CUC)
Voicemail Platform

  • Individual voicemail all users
  • Group voicemail
  • IVR functionality
  • Auto Attendant functionality
  • Voicemail to Email
  • Adhoc Call Recording

Cisco Instant Message & Presence (CIMP)
Unified Communications – Cisco Jabber Client provides:

  • Organisation wide presence
  • Organisation wide chat
  • Softphone
  • Internal Jabber to Jabber video and screen share
  • Deploy on up to 10 devices per user providing greater agility for staff to work in field.

Cisco Unified Collaboration – Webex
Audio, Video and Web Conferencing Functionality

  • Cisco Expressway provides secure firewall traversal
  • Utilising Cisco Webex for Conferencing
  • Bendigo Branch – Room Kit
  • Melbourne – Cisco SX20, Room Automation & Control, Projection

Cisco Contact Centre Express (CCX)

  • Multimedia Contact Centre – Voice / Video / SMS / Email
  • Live & Historic Statistics / Wall Board
  • CRM Integration

Cisco Meraki Switching

  • Virtual Stacking
  • Layer 7 Application & Client Visibility
  • QoS for Voice & Video
  • Network Topology
  • Industry-leading Cloud Management

Cisco Meraki Wi-Fi

  • High Capacity
  • Built for Performance
  • Unmatched Visibility
  • Industry-leading Cloud Management

Telstra Voice Carriage Services

  • Separation of voice and data services to provide higher availability and improve quality
  • Telstra SIP Services with automatic failover to mobile services to provide resilient carriage
  • Telstra private network between sites to provide improved quality of voice calls internally

Managed Collaboration Services

  • Monitoring & Management of UC&C Infrastructure
  • Advanced UC Application Monitoring
  • Protocol Monitoring & Support (SIP, H.323, etc)
  • At-a-glance dashboards
  • Customized Reports
  • Premium Service Level agreement over extended business hours.
  • Incident Management & Resolution

Managed Network Services

  • Monitoring & Management of LAN Infrastructure
  • At-a-glance dashboards
  • Premium Service Level agreement over extended business hours
  • Incident Management & Resolution
  • Change Management
The Outcome

With a new Contact Centre platform Victorian Farmers Federation now has the right technology to support their members. The ability to resource for volumes and to provide data on call context has resulted in improved member engagement.

The solution not only facilitates enhanced communication and collaboration across the firm, but it also contributes to a more productive and efficient workforce, and improved conferencing capability with external parties.

By utilising Cisco SRST technology, the Victorian Farmers Federation now have a resilient platform that delivers local survivability and local presence. This provides VFF with an improved uptime across their organisation.

What’s more, the introduction of Cisco Meraki means that VFF now enjoys better visibility and control over both their wired and wireless systems for increased network level security and performance.

Utilising JB Hi-Fi Solutions Managed Collaboration Service powered by Nectar, VFF, now have unprecedented visibility of their UC platform. Beyond simple call and uptime statistics, we are able to provide live quality measures. This allows VFF to focus on their business (Core) with peace of mind and confidence we will do our business (Chore).

“Cisco and JB Hi-Fi Solutions helped us implement the Cisco Unified Communications and Collaboration suite of products, as a result our members in remote parts of regional Victoria and our staff who travel around the state are able to engage far more readily through video conferencing and other technologies depending on what suits them.”

– Stephen Webb, Executive Manager, Marketing and Member Services