iManagement implemented a new contact center solution and lacked the resources to properly support and monitor it. They needed a solution that provided high availability, flexibility, and scalability. IBM performed an assessment and implemented a remote management solution using Prognosis for monitoring and Clientele for ticket creation. This provided iManagement with higher contact center availability and real-time visibility into their system's health.

1. IBM CUSTOMER FACING SOLUTIONS
case study
iManagement
Addressing business needs for high availability and a flexible, scalable support system
Challenge
After implementing a new contact centre solution--Cisco’s IP Contact Center (IPCC)--
iManagement became increasingly concerned as to how to support it. The new contact
centre system was unfamiliar to its users and involved a high degree of complexity
compared to the old system. iManagement lacked both the resources and the tools
needed to support and monitor the new system. Their business needs required a
high availability rate for the contact centre and a flexible and scalable support system.
Service level objectives for implementing changes, responding to problems, and service
resumption had to be established and the targets had to be met on an ongoing basis.
Solution
Using the standard IBM Methodology, we performed an assessment to ensure two key
aspects of the solution could be met: that the customer’s environment could be supported
remotely, and that it met their business requirements. Based on the assessment, we went
with a remote management solution for iManagement’s IPCC environment. The solution
employs Prognosis to monitor the environment and Clientele to create tickets.
Results
The customer expressed a high degree of satisfaction with the solution and is experiencing
higher availability of their contact centre environment along with greater, real-time visibility
into the health of their system. Our unique solution--a first for IBM in North America--was
built from scratch and is based on the specific customer’s requirements. Going forward, it
provides a successful baseline for similar customer requirements.
© 2008 IBM Centres for Solution Innovation :: TORONTO