Connect was engaged by BT, the leading UK telecommunications services provider, to help them successfully roll out a Genesys Network Routing solution as a hosted offering for a leading UK based financial services organisation. BTs existing Genesys Intelligent Network Platform had experienced several technical issues that had hindered and delayed the acceptance of the solution by almost a year, and more worryingly, seriously tarnished the image of the business as a service provider with the customer.
Recognising Connect’s superior Genesys solution skills and successful track record in over forty Genesys deployments, BT engaged its services to help them stabilise the platform and manage the customer’s expectations for a successful uptake.
Connect’s involvement in the project was two-fold: firstly as Genesys solution experts, to investigate and resolve a wide range of technical issues pertaining to platform sizing, performance, call routing scripting and customised management information. Secondly, as technical project manager to coordinate the various deployment activities undertaken at the various contact centre sites by the company and its customer, as well as managing the customer’s expectations of delivery timescales and solutions benefits. The successful completion of this high-profile project is seen as the cornerstone for future success of this network based Genesys offering.
In record time, Connect successfully resolved all outstanding technical issues and brought the project back on track to a stage where it is currently undergoing acceptance testing by the customer. Connect’s ongoing involvement is now focused on assisting the Telco to develop the technical know-how and capabilities within its internal teams, as well as to put in place processes and documentation, to be able to successfully deliver and support future customers across the platform.