Presentation is loading. Please wait.

Presentation is loading. Please wait.

Swinton Enterprise Telephony Project Adrian Hazeldine IT & Business Change Director.

Similar presentations


Presentation on theme: "Swinton Enterprise Telephony Project Adrian Hazeldine IT & Business Change Director."— Presentation transcript:

1 Swinton Enterprise Telephony Project Adrian Hazeldine IT & Business Change Director

2 Swinton – a few facts & figures Personal Lines insurance broker Approx 3000 employees 2.5 million policies in force 460 branches – ave 4.5 people in each Inbound & Outbound Call Centres Specialist units e.g. Motorcycle

3 Project Objectives Improve call answer performance Enhance management information Achieve a standard enterprise wide telephony platform to facilitate flexibility, growth and cross team business. Replace old Meridian used for HQ and Inbound Call Centre

4 0800 Call Routing Solution Best use of both IN and in-house telephony - evolution/ balance risk WAN constraint (ADSL into branches) – 2 VoIP channels into each branch Didnt want to go to full virtual call centre agent process (cost/ behaviour) Resilience vital given value of 0800 sales calls / marketing cost

5 0800 Call Routing – previous model Local Branch (4 Advisors) Buddy Branch (4 Advisors) Call Centre (50 Advisors)

6 Region Call Routing – previous model Manchester Call centre BR2BR1 IN Network IN Network 20 Seconds Wait Time 20 Seconds Wait Time Unlimited Wait Time PSTN

7 0800 Call Routing – new model Local Branch (4 Advisors) Cluster (up to say 40 Advisors) Call Centre (If necessary)

8 0800 Call Routing – new model Branch 1 Area X (2-10 Branches) Manchester IN Network IN Network 20 Second Wait Time 1 2 Unanswered calls routed to cluster branches Branch 2Branch 3Branch n Call Centre 3 PBX Unanswered cluster calls routed to Call Centre

9 Outbound/Inbound Unit (Halifax) Alcatel 4400 & Dialler Caravan Unit (Leeds) Remote Media Gateway Motorcycle Unit (Maidstone) Remote Media Gateway Head Office Call Centre & Back Office (Manchester) 7 x Alcatel Application Servers NICE Call Recording Alcatel solution – hardware overview Branch Network (Nationwide) 450 x Remote Media Gateway

10 New Branch Handset Branch Name Line 1 – direct 0800 Line 2 – 0800 cluster overspill Line 3 – branch specific STD calls Line 4 - internal

11 Alcatel - Total Solution Manchester Halifax PSTN Management Server NW & Cumbria (67 Branches) Media Gateway Alcatel Switch IP WAN IP Trunks Alcatel Voice Servers Scotland & NE (58 Branches) Media Gateway South (57 Branches) Media Gateway East (40 Branches) Media Gateway SW & Midlands (66 Branches) Media Gateway E Mids & Yorkshire (60 Branches) Media Gateway Media Gateways IP PCX Alcatel Switch PSTN IN Network IN Network IN Network PSTN IN Network IN Network

12 Cluster Call Routing Strategy Server 1Server 2Server 3Server 4Server 5Server 6Server 7 Swintons IP Network Cluster Branch Branch x n GMS Manchester IN Network ISDN Cluster Call Presented to all handsets In cluster ISDN30 IN Network

13 Cluster Call Routing Strategy Server 1Server 2Server 3Server 4Server 5Server 6Server 7 Swintons IP Network Cluster Branch GMS Manchester IN Network ISDN Cluster Call answered and In progress ISDN30 IN Network

14 Project milestones achieved Nov 2005 – Tender process Mar 2006 – Proof of concept July 2006 – Motorcycle Unit installed (40 users) Sep 2006 – Call Centre/Head Office installed (500 users) Oct 2006 – Caravan Unit installed (40 users) Jan 2007 – orders placed for ISDN channels into branches Mar 2007 – Branch Network installations start Sep 2007 – Branch Network installations complete (450 branches)

15 Further Developments Virtualisation of Inbound Call Centres – Manchester/Halifax Virtualisation of 2 Taxi Units – Manchester/Liverpool Virtualisation of Commercial Insurance Unit – Manchester/Isle of Wight/ others to follow Remote Outbound seats Setup of new 150 seat call centre by Jan 2008

16 Summary – approach Clear business objectives & involvement Suppliers were challenged to find the solution we wanted Value of proof of concept work Strong project management Partnership approach (Swinton/ Amillan/ Alcatel)

17 Summary – solution Strengths Call centre but not a call centre… Very flexible MI strengths / 4760 management Cost effective for small remote sites Resilient with the PCS card option Weaknesses: IP resource management (channels/ licences)


Download ppt "Swinton Enterprise Telephony Project Adrian Hazeldine IT & Business Change Director."

Similar presentations


Ads by Google