deployment of scalable reliable and collaborative technology
DESCRIPTION
Increasing employee/customer satisfaction and competitive advantage through the deployment of scalable, reliable and collaborative technology. This presentation goes into more detail regarding the solutions available from GGR Communications.TRANSCRIPT
Increasing employee/customer satisfaction and competitive
advantage through the deployment of scalable, reliable and collaborative technology
IT Directors Forum, Autumn 2013
Richard WilliamsGGR Communications
Discussion on how collaborative technology has enabled one the world’s leading sports betting organisations,
Bet Victor, to transform business communications
1.Importance of ensuring the core network infrastructure is reliable and scalable to facilitate growth in line with corporate objectives
2.Changing employee communication habits through implementing real time communication methods to speed up decision making and enhance customer service
3.How a secure wireless network can increase productivity and employee satisfaction by facilitating non-corporate mobile devices entering the network
4.Why face to face communication is important both internally and externally and how video technology can be used effectively
Agenda
Case Study: Bet Victor
Founded in 1946Formerly Victor ChandlerLeading online sports betting organisation Turns over in excess of £1billionOver half a million customers in over160 different countries
Existing Technology
• Handset at time deployment
• Integration with CRM Software – Moxie
• PCI-DSS Compliant Recording
• Remote Users
• Blackberry Integration
• IM with Compliance Recording
Approach
The Solution
• Share DDI / Extensions between Nortel and Cisco during migration
• Allow 3 months staged migration – to phase expenditure, risk, training, features
• Full calling between systems
• Phased migration of contact centre departments over systems
Cut Over
CiscoUC
Migration and Cut Over
Contact Centre
Contact Centre
UC ClusterVoice
Gateways
PBX OPT 11
International SIP provider
GIBTELISDN
5005
5000
5001
5001
5002
5003
Migration
• Handset configuration and roll out accounts for between 70 – 90% of both deployment and support for Unified Communications
• Some Cisco and non-Cisco tools available to aid deployment
• Some Active Directory integration available for end users
• Majority of end user configuration and management is resource intensive task
• How can we use smart deployment?
Smart Deployment
• GGR Solution - Fully integrate UC deployment with Microsoft Active Directory
• Additional schema extensions and AD management ‘snap-in’ to Users and Computers
• Takes telephony configuration from AD configuration and provides login and scheduled synchronisation
• Simplifies deployment, management and support of Unified Communications. Reduces complexity and configuration errors
Smart Deployment Solution
ADAPT
Smart Deployment
XML Message
Call Recording Cluster
Agent taking online payment
• Agent enters payment screen• GGR App send suppression message• Agent finished payment• GGR App sends resume message
Payment Recording Suppression
• All IM messages logged/recorded• Search / Analysis• Top talker user reporting
Instant Messaging Application GGR IM Recording server
Instant Messaging Compliance
MVS / Mobile Devices
First Contact Communication
Improved Answer Times
Staff Satisfaction with modern communication methods
400+ Endpoints. Voice, Video, Jabber
Remote Workers – Fully integrated
Collaboration and Integration
Fully Resilient Communications
The Outcome