Lender (Draft)

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THE CLIENT

Operating across multiple locations, a specialist lender to customers who require car finance, introduced via dealers, brokers and directly through their website.

Their proposition employs a combination of technology and data science on one hand, with direct personal interaction on the other.

THE CHALLENGE

The lender was at a cross roads in terms of their existing contact centre technology and were looking for a specialist organisation to undertake a review of the overall customer service/contact centre delivery function within the business with a specific focus on establishing the technology requirements and possible refresh and replacement based on their findings.

THE ENGAGEMENT

CC360 were initially engaged to provide a support the bank in its migration to the new hosted telephony, messaging and conferencing platform. It was imperative that the resource had the following experience:

- Comprehensive knowledge and experience of technology migrations.

- Robust planning experience in delivering complex migrations with the associated build and testing phase

- Strong Stakeholder management in a pressured environment

- Strong supplier management

Our team has been involved in many contact centre migrations over the years and could provide all the experience necessary to manage a successful migration of the bank to a new hosted Avaya solution.

In addition, we parachuted in a Test Manager and a number of Test Analysts to support functional and non-functional testing of the Avaya CM and CMS, IP Handsets and the Session Manager. This allowed the overall plan to be brought back in line.

THE RESULTS

- A comprehensive migration plan and associated governance.

- Strong stakeholder engagement.

- Over 5000 handset deployed across three main sites.

- Migration of 4500 users onto the new telephony platform in just 4 months.

- Migration of 7 individual contact centre call flows (IVRs, Call Back Assist, Priority users).

- Introduction of a new Instant Messaging and Virtual meeting room solution (voice and video).

- Introduction of fixed video conferencing facilities.

- Migration of over 30 meeting rooms on to the new video conferencing facilities.

- Reduction in the banks running costs by removing the use of externally hosted voice conferencing facilities.

- Functional and non-functional testing brought back in line with the overall plan.