Client: One of the largest managers of private capital for family trusts and high net-worth individuals
Project Summary: Implementation of new voice systems, including sophisticated call center applications

Our client sought new voice systems to better position the firm and offer enhanced services to its callers. This initiative focused on the call center applications - shareholder services, institutional and broker/dealer.

The first step was to conduct a thorough needs analysis with administrative users and call center management to determine the near-term requirements for the business. This included facilitating "blue sky" discussions to help the client better understand the longer-term capabilities that should also be addressed in the Request for Proposal (including Internet call center applications, networked call center sites, computer telephony applications, multi-media messaging, and the like). The Request for Proposal was written and distributed to Lucent, Nortel, and Siemens. Vendor responses were thoroughly evaluated and recommendations were presented to the senior management of the firm.

Implementation of the systems was done in two phases. Project management responsibilities during each phase included leading and documenting weekly project meetings and numerous technology design meetings. These meetings were necessary to ensure the integration of the various technology components, including call center applications, an existing Edify IVR and Dictaphone recording equipment. Additional tasks included coordinating the activities of all vendors and telco providers, including the implementation of new ISDN services, as well as devising and executing all of the plans for testing the call center applications, technology integration, administrative stations and telco facilities.

The final steps in the implementation were to develop and document the cut-over strategy, coordinate all vendor and carrier cut-over activities, provide detailed documentation of the call center design, develop the training agenda and materials for call center supervisors and agents, and provide post-cut-over support for agents and management.

Client: A leading global investment banking, securities trading and brokerage firm.
Project Summary: Our convergence specialists are currently implementing next-generation communications protocols between their two PBXs and their advanced turret trading systems. Our work follows four phases of integration:

Configuration

• Review route plans.
• Review functionality plans with particular emphasis on the configuration of the call flow on the turret, roll over scenarios, diverts, voicemail etc.

Commissioning

• Ensure that all functionality is assured through the correct level of testing.
• Review and refine voice-vendor commissioning plans.
• Review and refine voice systems integration commissioning plans particular emphasis on the use of Q.Sig between the turret and the PBX.
• Witness commissioning plans in conjunction with voice vendor implementation teams.
• Document commissioning test results.

Acceptance

• Ensure that any acceptance documentation reflects the configuration and commissioning functionality.

Cut-Over

• Review cut-over plans.
• Review contingency and regression plans.
• Attend cut-overs and be available for troubleshooting and advise on contingency and regression.

Client: Leading International Financial Services Firm
Project Summary: Integration of call center technology components

One of the world's leading financial services companies, this client was planning the opening of a new Employee Information Operation Call Center to service 80,000 employees worldwide. An outside consultant had done the conceptual design for this center, using several divergent voice technologies and applications. These included network routing, sophisticated call center applications, computer telephony integration applications, and a contact management system. In addition, a new LAN environment was being created for this center.

The technology solutions had already been selected, but none of the vendors/carriers had been brought together to discuss how the conceptual design would translate into an actual working environment. The design that had been conceived was extremely intricate and required a closely coordinated and managed implementation strategy.

Weekly meetings were held to keep the project on track. Numerous technology meetings were required to integrate the various call center components. These components included a sophisticated Lucent skills-based routing application, AT&T network routing schemes, computer telephony integration software and an Applix contact management system.

Detailed technology and disaster recovery test plans were developed and executed. The results were documented to facilitate ongoing management of the call center.

Finally, the client was provided with detailed documentation regarding all aspects of the design. In addition, training procedures were developed and distributed to call center supervisors and agents prior to the cut-over of the system.