Speedy deployment of a multi-site contact centre

Upgrade of existing unified comms voice platform to new omni-channel solution, and the creation of a contact centre for both UK and South African operations.

Industry:

UK Energy company

The Project:

To deploy a contact centre within 3 months to generate business benefits at speed. Contact centre solution to enable UK-based supervisors to monitor and manage agents wherever they are, and to be adaptable to changing business demands.

Activity:

  • Understand business needs, then manage project for delivery of early benefits, followed by additional phases to satisfy whole project aims.
  • Obtain budget approval and work with industry-leading contact-centre supplier.
  • Compile project team involving multiple elements (project managers, technical engineers, and solution developers from various countries) to ensure that project meets business vision and shares benefits effectively.
  • Agree communication style with stakeholders. Keep all teams updated to demonstrate progress.
  • Regularly test the solution with internal and external teams so that it would be ready to deploy within the agreed timeframes.
  • Prepare for go-live with all elements of training and support documented and delivered

The Outcome:

Project over-achieved: it provided all the required benefits – and more.

Speedy deployment of a multi-site contact centre

Speedy deployment of a multi-site contact centre

Upgrade of existing unified comms voice platform to new omni-channel solution, and the creation of a contact centre for both UK and South African operations.

Industry:

UK Energy company

The Project:

To deploy a contact centre within 3 months to generate business benefits at speed. Contact centre solution to enable UK-based supervisors to monitor and manage agents wherever they are, and to be adaptable to changing business demands.

Activity:

  • Understand business needs, then manage project for delivery of early benefits, followed by additional phases to satisfy whole project aims.
  • Obtain budget approval and work with industry-leading contact-centre supplier.
  • Compile project team involving multiple elements (project managers, technical engineers, and solution developers from various countries) to ensure that project meets business vision and shares benefits effectively.
  • Agree communication style with stakeholders. Keep all teams updated to demonstrate progress.
  • Regularly test the solution with internal and external teams so that it would be ready to deploy within the agreed timeframes.
  • Prepare for go-live with all elements of training and support documented and delivered

The Outcome:

Project over-achieved: it provided all the required benefits – and more.