About this project.
We were engaged to help a Fortune-30 Nationwide retailer replace their legacy distributed phone systems with a state-of-the-art centralized platform. We assessed them with selecting best of class technologies from Cisco, Genesys, and Avaya with supporting systems from Acme, Emprix, Nuance, NICE, SalesForce.com, Oracle and others.
The 4-year program started a journey that no other private business that we have found has done. We ported over 16,000 local phone numbers to Voice-Over-IP for 8,000+ locations, developed custom inbound and outbound voice applications, and established the 24th largest phone company in the world based on volume. Today, the infrastructure delivers dial-tone and network applications to millions of customers per day and cited as being the largest private telephony infrastructure in the world.
How we fulfilled this project.
The program started by working with the end-users, developing a charter and complete set of requirements, sending an RFP to leading vendors, creating multiple program threads (app dev, infrastructure, telecom, support) and coordinating the conversion of legacy stores to the new platform without disrupting operations.
Created business strategy, developed RFI, screened vendors, established program charter, managed teams and resources across the matrixed organization and vendors.
Led weekly steering committee meetings with key stakeholders and mitigated issues as they arose.
The skills required included Cisco telephony UCEE/ICM/CVP/CTIOS, Cisco Networking (UCM, Routers, switches), Acme voip telephony engineering, Tivoli, SMARTS and Emprix monitoring, Avaya PBX/AES/CMS/AIC, Nuance NLU, NICE Perform, etc.
The project has been a success on all levels:
- Telephone line charges were reduced by $20-million per year
- Support staff was reduced by 25%
- Aging non-supportable hardware was replaced
- Disaster Recover and Business Continuity processes were enabled
- Network applications improved customer CSAT and increased revenue
- Program established corporate standard and is being rolled out to all divisions