Migrating European financial call centres to a performance-boosting, cloud-based platform
Migration involving 900 users in six of the nine European locations (all operating to different regulatory regimes) from on-premise and cloud PBXs to an 8×8 cloud-based UCaaS platform within a Citrix virtual desktop infrastructure.
Industry
Finance – Europe’s most trusted outsourced servicer and purchaser of consumer and business loans, the recovery of which relies on building and maintaining strong personal and ethical relationships with debtors.
Project had been running for 15 months, but had stalled when the initial migrations didn’t quite go to plan. Lessons had been learned, so my role was to create a common purpose, resolve the issues, reignite enthusiasm, and get the project back on track. The plan was to take the migration step-by-step – to work collaboratively with all stakeholders to resolve the issues that caused the initial migrations to fall below the high levels of expectation, move on to a bigger location, and then resolve any new issues that might occur. Each step involved more users and more scenarios, which inevitably revealed fresh issues.
Project also required a degree of change-management: rebuilding faith in a solution that had not so far delivered its true potential, and coaching and developing team members so that they could continue after I had moved on.
Activity
The project was an outstanding success that achieved results above and beyond the initial high expectations. It was also good for the project team and project partners because we were able to share numerous learnings from the project. An example is the way that the technology partner, 8×8, benefitted from our new-found knowledge contributing to a Citrix certification. We were able to support 8×8 in development and further enhancements to their UCaaS solution and API whilst deploying into a Citrix-optimised virtual desktop infrastructure. This contributed significantly to a fully working integration with the client’s bespoke CRM.
Migrating European financial call centres to a performance-boosting, cloud-based platform
Migration involving 900 users in six of the nine European locations (all operating to different regulatory regimes) from on-premise and cloud PBXs to an 8×8 cloud-based UCaaS platform within a Citrix virtual desktop infrastructure.
Industry
Finance – Europe’s most trusted outsourced servicer and purchaser of consumer and business loans, the recovery of which relies on building and maintaining strong personal and ethical relationships with debtors.
Project had been running for 15 months, but had stalled when the initial migrations didn’t quite go to plan. Lessons had been learned, so my role was to create a common purpose, resolve the issues, reignite enthusiasm, and get the project back on track. The plan was to take the migration step-by-step – to work collaboratively with all stakeholders to resolve the issues that caused the initial migrations to fall below the high levels of expectation, move on to a bigger location, and then resolve any new issues that might occur. Each step involved more users and more scenarios, which inevitably revealed fresh issues.
Project also required a degree of change-management: rebuilding faith in a solution that had not so far delivered its true potential, and coaching and developing team members so that they could continue after I had moved on.
Activity
The project was an outstanding success that achieved results above and beyond the initial high expectations. It was also good for the project team and project partners because we were able to share numerous learnings from the project. An example is the way that the technology partner, 8×8, benefitted from our new-found knowledge contributing to a Citrix certification. We were able to support 8×8 in development and further enhancements to their UCaaS solution and API whilst deploying into a Citrix-optimised virtual desktop infrastructure. This contributed significantly to a fully working integration with the client’s bespoke CRM.