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.
A UK energy company wanted to upgrade its existing unified comms voice platform to an omni-channel solution and create a single contact centre for its UK and South African operations. I had to complete the entire project within three months to generate the business benefits at speed.
In this case, the project over-achieved. It provided all the required benefits – and more.
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
Outcome
Project over-achieved: it provided all the required benefits – and more.