"Dialog's extended role with Telstra developed as a result of being very good at the rapid delivery of projects"
- Telstra Application Development Manager.

As Telstra concentrates on being a responsive, customer-focused organisation, Dialog has provided IT skills required to support and develop some of its critical network management tools. Dialog has delivered a variety of IT services to Telstra for over 18 years. What began as a supporting role to Telstra's own internal IT department has grown into a true partnership.

Today, a team of skilled Dialog IT specialists form the Support Centre that manages a number of the carrier's critical network management tools, ensuring that the tools reflect Telstra's changing corporate IT environment and business needs. Dialog also develops applications to support new networking technologies deployed by Telstra.

Dialog was chosen for these roles because of its excellent reputation for delivering cost effective support and development services whilst maintaining a high level of quality and responsiveness. Increased commercial pressures brought about through deregulation, coupled with the carrier responding to emerging technologies have reinforced Telstra’s customer focus

Telstra responds quickly to changing customer needs and the business opportunities presented by new and emerging technologies. Dialog's extended role with Telstra developed as a result of its experience and high degree of competence in rapid delivery projects. Dialog's Methodology enables the Support Centre to meet the fine balance between planning and documentation, and actually delivering the product.

Telstra chose dialog to manage its network management tools support centre because of its it skills resource, flexibility, agility and proven ability to act in a timely way.

A good example of the partnership in action was the development of a World First in network management.

In the aggressively competitive telecommunications industry, 'mission critical' means maintaining customer access to services - at all times. Telstra turned to Dialog when it wanted a Prime Contractor to help develop a solution to correct 'customer affecting faults', Telstra and Dialog jointly developed what is believed to be a world first.

The Root Cause Analysis – Customer Affecting Fault System (the System) - identifies and assists in the rectification of the root cause of any network equipment or configuration that may result in a customer-affecting fault. The System will now make short work of issues that are of concern to telecommunications service providers throughout the world as they seek to achieve outstanding customer performance, reduce operating costs and carve out a future as technology leaders.

Dialog was selected for the project because of its "excellent reputation for delivering cost effective support and development services whilst maintaining a high level of quality and responsiveness". Through numerous projects, Telstra had seen Dialog demonstrate its ability to deliver tangible business benefits in complex technical and business environments. Dialog had also demonstrated its knowledge and understanding of Telstra’s business through many years of service provision.