The client experienced lower call waiting times and higher levels of customer satisfaction, despite lowering contact centre staff numbers.
Delivering significant business benefits, including lower opex across the bank's operations.
Staying in touch with clients is vital for customer service businesses, but it also represents a major expense. A global financial services organisation needed advice on upgrading to IP telephony (IPT) throughout its UK operations – including its business-critical contact centres and back-office functions – in order to achieve savings.
Our consultants reviewed the existing telephony infrastructure and met with key stakeholders from the business and the client’s internal ICT functions, in order to capture the operational and business requirements.
Using our unique insights into the telecoms market, we developed budgets for the capex and opex elements of an IPT system capable of delivering the functionality that was required by the business, and modelled these costs against the business benefits of deploying IPT.
The information captured was developed into a request for proposals (RFP), which was issued to suppliers. Having evaluated responses, we identified and recommended a preferred bidder to the client.
The project delivered significant business benefits, including:
- lower network opex due to consolidation of separate voice and data networks onto a single IP backbone
- reductions in maintenance budgets due to de-commissioning of legacy PBX and ACD systems
- reduced support costs due to simplification of the system.
In addition, we provided an international IPT strategy to link the UK with North American and continental European operations, reducing the client’s exposure to high international voice tariffs.