REQUIRED BUSINESS OUTCOME
As a business Carillion filter all their client interactions via their National Support Centre in Rotherham, which seats 300 agents. This support centre was becoming increasingly more vital for their business and was being facilitated by a legacy system. Due to this system becoming difficult and expensive to support , and its inability to support multimedia interactions without a costly upgrade, Carillion undertook a project to replace the system, which would also have to deliver a significant return on investment.
Designed with Carillion
Following a detailed consultation, Alternative designed a solution with Carillion in which Alternative would provide a Resilient Mitel Enterprise Contact Centre and IP Phone system for all 300 agents. The solution included the Intelligent Queuing of calls via an IVR system, call recording to FSA guidelines and PCI/DSS sign off for receipting money from clients via their systems.
Alternative also worked to integrate the Mitel reporting tools into the bespoke Carillion database, so that the Management information was as they required, adhering to their own Service-level reporting.
Control through Visibility
With the presence of the 24/7 NOC team both Alternative and Carillion have visibility and the ability to react as soon as issues are raised with the systems at any time of the day.
Carillion has been assigned a Service Manager and dedicated desk-based Support Manager. This team ensures that Alternative remains accountable of the delivery throughout the life of the contract.
The first year of the project resulted in 5 core sites including the core datacentre backbone being delivered to support over 2000 IP endpoints and with the capacity to support the continued roll out through the next 2 years of IP endpoints to the remaining 12,000 phone users, and circa 10,000 Mobile clients. The solution also involved the use of SIP trunks to reduce significantly the existing line rentals occurred by Carillion group, whilst also utilising existing data circuits; as well as the future consolidation of all ragged ended legacy PBX contract into the existing support contract. These two actions produce immediate savings of over £800,000 per annum for the group.
Carillion plc is one of the UK’s leading support services and construction companies, employing around 50,000 people. The company has annual revenue of £5bn and operations across the globe.