UCtel Logo Icon

Case Studies

Improving communications around the globe.

Business Rationale

Dufry wanted to improve companywide communication and customer services experience. The existing infrastructure was not centralised and not up to the task of accomplishing the goal. If not acted on, the impact would have been a missed revenue and potential decline in market share as well as worsening customer satisfaction levels and decline in productivity.

A single missed phone call makes a substantial loss in sales and drop in customer satisfaction levels. Dufry was assured that investment in new technology would deliver the following benefits to the business:

  • Eliminate neglected customer interactions.
  • Enriched customer interaction on a phone.
  • Improved call handling and telephony system management through centralised infrastructure.
  • Zero costs inter-company calls and local rate international calls.
  • Hunt Groups that span locations.
  • Corporate-wide database of contacts.
  • Dedicated Voicemail boxes for users and departments.

Solution

Requirements were as follows:

  • Carry out an extensive audit on an existing infrastructure.
  • Deploy new phones, headsets and softphones where appropriate.
  • Move users from an existing, multivendor-scattered infrastructure to a new centralised solution.
  • Consistent and ubiquitous telephony solution across sites.
  • Uniform features and management interface.
  • Flexible and easily scalable deployment.
  • Ability to migrate to companywide communication solutions with cross-site functionality.

Realisation

UCtel is an expert in updating an existing and designing and delivering a new infrastructure.
Deploying the new CUCM based solution across multiple Dufry offices across the globe was a task for us.

Technical delivery stages

  • Detailed audit of global Dufry voice infrastructure.
  • New CUCM cluster configuration and infrastructure migration planning.
  • Co-ordinated with local and global partners to meet deadlines.
  • Current implementation shortcomings emphasized and UC Expert suggestions on a new deployment and features.
  • Designed, planned and tested solutions for global migration from multivendor to a centralised Cisco UCM platform, with capacity to manage dozens of sites and thousands of users.

Business Rationale

Wolseley wanted to improve customer services delivery. The existing, technologically obsolete, infrastructure was not up to the task of accomplishing the goal. If not acted on, the impact would have been a missed revenue and a potential decline in market share.

A single missed phone call makes a substantial loss in sales. Wolseley was assure that investment in a Cisco technology would deliver the following benefits to the business:

  • Eliminate neglected customer interactions.
  • Enriched customer interaction both on premises and on a phone.
  • Improved call handling through centralised telephony system:
  • Inter-branch telephony with zero costs.
  • Hunt Groups that span locations.
  • Corporate wide phone contact database.
  • Advanced Voicemail for users and departments.

Solution

UCtel was instrumental in delivering a new branch infrastructure, known within Wolseley as the Project Connect. UCtel completed full rollout of the Project Connect to circa 660 locations. Technical delivery of each site consisted of five stages:

  1. Site Infrastructure Changes – thorough site audit, site re-cabling, equipment rack deployment, power to the site upgrade.
  2. Central Services Changes – assessment of Cisco platform readiness, site dial plan implementation, CUCM/Unity configuration, provisioning of WAP, population of Andtek directory (VIP lists).
  3. Cisco Voice Deployment – configuration of site specific CUCM/Unity changes (extensions, voicemail boxes, hunt groups).
  4. Site Equipment Deployment – installation of LAN switches, access points, SIP ringers, local voice configuration on a router (SRST), technology adjustments.
  5. Completion of Delivery – existing and new assets management, update of deployment information in CMBD documentation, sign off forms, onsite training and transition to support.

Business Benefits

  • Consistent and ubiquitous telephony solution across sites.
  • Uniform features and management interface.
  • Flexible and easily scalable deployment.
  • Ability to migrate to companywide communication solutions with cross-site functionality.
  • Wireless access within branches.
  • Capability to migrate to SIP trunks.

Testimonials

" Seamless transformation for the end-user was of paramount importance to Wolseley. UCtel understood our business and their delivery of our 600 Sites was excellent! "

Nathan Wright, Project Manager, Wolseley


Business Rationale

LadbrokesCoral wanted to improve companywide communication and customer services experience. The existing infrastructure was not up to the task of accomplishing the goal. If not acted on, the impact would have been a missed revenue and potential decline in market share as well as worsening customer satisfaction levels and decline in productivity.

A single missed phone call makes a substantial loss in sales and drop in customer satisfaction levels. LadbrokesCoral was assured that investment in new technology would deliver the following benefits to the business:

  • Eliminate neglected customer interactions.
  • Enriched customer interaction on a phone.
  • Improved call handling through cloud base telephony system.
  • Zero costs inter-company calls.
  • Hunt Groups that span locations.
  • Corporate-wide database of contacts .
  • Advanced IVR and Voicemail for users and departments.

Solution

Requirements were as follows:

  • Carry out an extensive audit on an existing infrastructure.
  • Deploy new phones, headsets and softphones where appropriate.
  • Move users from an existing on-prem infrastructure to a new cloud based solution.
  • Consistent and ubiquitous telephony solution across sites.
  • Uniform features and management interface.
  • Flexible and easily scalable deployment.
  • Ability to migrate to companywide communication solutions with cross-site functionality.

Realisation

UCtel is an expert in updating an existing and designing and delivering a new infrastructure.
Deploying the new cloud based solution across multiple LadbrokesCoral offices and thousands of shops across the globe was a task for us.

Technical delivery stages

  • Detailed audit of global LadbrokesCoral voice infrastructure.
  • RingCentral portla configuration and infrastructure migration planning.
  • Co-ordinated with local and global partners to meet deadlines.
  • Current implementation shortcomings emphasized and UC Expert suggestions on a new deployment and features.
  • Designed, planned and tested solutions for global migration from CUCM to RingCentral, with dozens of sites and over 5000 users.

Business Rationale

MSAmlin wanted to improve existing infrastructure. UCtel was to analyse present telephony system and emphasize current shortcomings. There were some problems, affecting day-to- day business, that were not been able to solve by an existing IT support. MSAmlin operates internationally with offices scattered all-over the world, Miami, Dubai, Zurich, London, Singapore. If not acted on, impact would have been a missed revenue and a potential decline in market share.

Every missed phone call creates a substantial loss in sales and a drop in customer satisfaction levels. MSAmlin was assure that investment in an expertise would deliver benefits to the business:

  • Faster troubleshooting and problem solving.
  • Less downtime, due to better planning.
  • Innovative approach to existing practices.

Solution

UCtel was assigned to deliver the following:

  • Thorough systems audit.
  • Detailed analysis of a complete UC and virtualisation packages, including CUCM, CUC, IM&P, UCCX, PLM, CIMC, ESXi.
  • Exhaustive hardware review on Cisco UCS, ISR, endpoints.
  • Eliminate neglected customer interactions.
  • Pinpoint faults that hold down the system.
  • Highlight areas for improvement.
  • Analyse disaster recovery capabilities and scenarios.
  • Examine systems for reliance on vendor’s best practices.

Realisation

UCtel was contributory in delivering an in-depth health check report on a telephony infrastructure of MSAmlin.

  • Logs analysis revealed the source of a problem than business was experiencing for months.
  • Comprehensive hardware and software overview.
  • Hardware and software issues were documented in detail.
  • Best practices emphasized and commented on.

Feedback

" Report makes a resourceful source of ideas for future improvements. "

Lee Reuben, Infrastructure Delivery Manager, MS Amlin IT.


Commercial Reasoning

The customer wanted to improve delivery of customer services. The existing, technologically obsolete, infrastructure was not up to the task of accomplishing this goal. If not acted on, the impact would have been worsening customer satisfaction levels and decline in productivity.

A single missed phone call makes a substantial impact on customer satisfaction levels. Client was assure that investment in a Cisco technology would deliver the following benefits to the business:

  • Eliminate neglected customer interactions.
  • Enrich over the phone customer communication.
  • Improved call handling
  • through centralised telephony system.
  • Inter-branch telephony with zero costs.
  • Hunt Groups that span locations.
  • Corporate wide phone contact database.
  • Advanced Voicemail for users and departments.

Solution

UCtel suggested a delivery of the following:

  • Consistent and ubiquitous telephony solution across sites.
  • Uniform features and management interface.
  • Improved call handling
  • Flexible and easily scalable deployment.
  • Ability to migrate to companywide communication solutions with cross-site functionality.
  • Capability to migrate to SIP Trunks

Realisation

UCtel is an expert in updating an existing and delivering a new infrastructure, so rollout of 6000 devices over 60 locations and migration from multivendor to Unified Cisco technologies went without any complications. Technical delivery of each site consisted of following stages:

  1. Central Services Changes – assessment of Cisco platform readiness, site dial plan implementation, CUCM/Unity configuration. Two Data Centres joined with SIP links.
  2. Cisco Voice Deployment – configuration of site specific CUCM/Unity changes (extensions, voicemail boxes, hunt groups)
  3. Site Equipment Deployment – installation of access points, analogue gateways, technology adjustments.
  4. Migration to SIP trunks – relevant configuration and testing with onsite presence. All ISDN lines migrated to SIP.
  5. Completion of Delivery – existing and new assets management, update of deployment information in CMBD documentation, sign off forms, onsite training and transition to support.
  6. Removal of legacy devices – collection and utilisation of outdated equipment.

Feedback

" Smooth conversion to a seamless communication was of vital significance to us. UCtel understood our business and their delivery was flawless! "