Connect was engaged by Serco, a leading global service and outsourcing business, to provide its contact centre solutions expertise on a major initiative to modernise an ageing telephony and call centre estate. The customer was focused on thinking innovatively to help governments improve services across many areas of public life, from justice to healthcare, and education to defence.
As part of this modernisation programme, Serco was looking into deploying the Genesys solution, initially at its main contact centre site which supported over 60 customers. However the vision was to create a federated helpdesk that offered best-in-breed Genesys solution capabilities to existing and new customers, which would present a key selling point for its outsourced services. Initially the core solution delivered like-for-like functionality to that which was in use within the existing ACD, covering inbound voice routing, out-of-the-box reporting and integration into their BSM (Remedy) ITSM helpdesk. The expanded services would include Self-Service, Workforce Management and Performance Management applications.
Connect worked alongside Serco's customer team, and its telephony and infrastructure providers, delivering professional services to design, deploy, configure, test and document the G-Cloud, Genesys solution.