Deployment of scalable reliable and collaborative technology


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Increasing employee/customer satisfaction and competitive advantage through the deployment of scalable, reliable and collaborative technology. This presentation goes into more detail regarding the solutions available from GGR Communications.

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Deployment of scalable reliable and collaborative technology

  1. 1. Increasing employee/customer satisfaction and competitive advantage through the deployment of scalable, reliable and collaborative technology IT Directors Forum, Autumn 2013 Richard Williams GGR Communications
  2. 2. Agenda Discussion on how collaborative technology has enabled one the world’s leading sports betting organisations, Bet Victor, to transform business communications 1.Importance of ensuring the core network infrastructure is reliable and scalable to facilitate growth in line with corporate objectives 2.Changing employee communication habits through implementing real time communication methods to speed up decision making and enhance customer service 3.How a secure wireless network can increase productivity and employee satisfaction by facilitating non-corporate mobile devices entering the network 4.Why face to face communication is important both internally and externally and how video technology can be used effectively
  3. 3. Case Study: Bet Victor Founded in 1946 Formerly Victor Chandler Leading online sports betting organisation Turns over in excess of £1billion Over half a million customers in over160 different countries
  4. 4. Existing Technology
  5. 5. Approach • Handset at time deployment • Integration with CRM Software – Moxie • PCI-DSS Compliant Recording • Remote Users • Blackberry Integration • IM with Compliance Recording
  6. 6. The Solution
  7. 7. Cut Over • Share DDI / Extensions between Nortel and Cisco during migration • Allow 3 months staged migration – to phase expenditure, risk, training, features • Full calling between systems • Phased migration of contact centre departments over systems
  8. 8. Migration and Cut Over GIBTEL ISDN UC Cluster Cisco UC International SIP provider Voice Gateways 5005 PBX OPT 11 5001 5002 5000 Contact Centre 5001 Migration Contact Centre 5003
  9. 9. Smart Deployment • Handset configuration and roll out accounts for between 70 – 90% of both deployment and support for Unified Communications • Some Cisco and non-Cisco tools available to aid deployment • Some Active Directory integration available for end users • Majority of end user configuration and management is resource intensive task • How can we use smart deployment?
  10. 10. Smart Deployment Solution ADAPT • GGR Solution - Fully integrate UC deployment with Microsoft Active Directory • Additional schema extensions and AD management ‘snap-in’ to Users and Computers • Takes telephony configuration from AD configuration and provides login and scheduled synchronisation • Simplifies deployment, management and support of Unified Communications. Reduces complexity and configuration errors
  11. 11. Smart Deployment
  12. 12. Payment Recording Suppression XML Message Agent taking online payment • • • • Agent enters payment screen GGR App send suppression message Agent finished payment GGR App sends resume message Call Recording Cluster
  13. 13. Instant Messaging Compliance Instant Messaging Application • All IM messages logged/recorded • Search / Analysis • Top talker user reporting GGR IM Recording server
  14. 14. MVS / Mobile Devices
  15. 15. The Outcome First Contact Communication Improved Answer Times Staff Satisfaction with modern communication methods 400+ Endpoints. Voice, Video, Jabber Remote Workers – Fully integrated Collaboration and Integration Fully Resilient Communications