Increasing employee/customer satisfaction and competitive

advantage through the deployment of scalable, reliable and collaborative technology

IT Directors Forum, Autumn 2013

Richard WilliamsGGR Communications

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

Agenda

Case Study: Bet Victor

Founded in 1946Formerly Victor ChandlerLeading online sports betting organisation Turns over in excess of £1billionOver half a million customers in over160 different countries

Existing Technology

• Handset at time deployment

• Integration with CRM Software – Moxie

• PCI-DSS Compliant Recording

• Remote Users

• Blackberry Integration

• IM with Compliance Recording

Approach

The Solution

• 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

Cut Over

CiscoUC

Migration and Cut Over

Contact Centre

Contact Centre

UC ClusterVoice

Gateways

PBX OPT 11

International SIP provider

GIBTELISDN

5005

5000

5001

5001

5002

5003

Migration

• 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?

Smart Deployment

• 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

Smart Deployment Solution

ADAPT

Smart Deployment

XML Message

Call Recording Cluster

Agent taking online payment

• Agent enters payment screen• GGR App send suppression message• Agent finished payment• GGR App sends resume message

Payment Recording Suppression

• All IM messages logged/recorded• Search / Analysis• Top talker user reporting

Instant Messaging Application GGR IM Recording server

Instant Messaging Compliance

MVS / Mobile Devices

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

The Outcome