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
Didn’t 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. 0800 Call Routing – previous model
Manchester
Call centre
Unlimited
Wait Time 3 IN
Network
20 Seconds
Wait Time
Region 1 2
BR2 1
20 Seconds
Wait Time
BR1
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
Manchester
Unanswered cluster calls
routed to Call Centre
Call
Centre 3
PBX 2 IN
Network
Unanswered calls routed
to cluster branches
Area X
(2-10 Branches) 1
Branch n
20 Second
Wait Time
Branch 1
Branch 3
Branch 2

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

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

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

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

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