One programme. Many moving parts.
Lloyd & Whyte needed to modernise fragmented telephony across its UK insurance businesses. Calling and contact centre services had to be considered together, alongside the people and processes around them.
With multiple businesses and locations involved, the programme reaches beyond a single platform decision. The scope brings calling, contact centre and the associated services together, with migration planning and operational responsibilities considered as part of the same engagement.
Bringing the services together
The programme combines Webex Calling and Webex Contact Centre for 549 users and 57 contact centre agents. Its scope also includes workforce optimisation, analytics, payment services and cloud calling.
Original’s role covers platform and service-provider coordination, migration planning across locations, operational handover and ongoing support. This connects the work around each platform to the wider communications programme.
From delivery into operation
Calling, contact centre and the supporting services are considered as one programme. Operational handover and ongoing support sit alongside the platform and migration work, keeping the day-to-day service in view throughout the engagement.
The services around the conversation
Webex Calling and Webex Contact Centre form the core of the programme, alongside the following services.
- Calabrio
- Workforce optimisation
- Imagicle
- Analytics
- SecureCall
- Payment services
- NTT
- Cloud calling