Increasing employee/customer satisfaction and competitive advantage through the deployment of scalable, reliable and collaborative technology. This presentation goes into more detail regarding the solutions available from GGR Communications.

1. Increasing employee/customer satisfaction
and competitive advantage through the
deployment of scalable, reliable and
collaborative technology
IT Directors Forum, Autumn 2013
Richard Williams
GGR Communications

2. Agenda
Discussion on how collaborative technology has enabled one the
world’s leading sports betting organisations, Bet Victor, to transform
business communications
1.Importance of ensuring the core network infrastructure is reliable and
scalable to facilitate growth in line with corporate objectives
2.Changing employee communication habits through implementing real time
communication methods to speed up decision making and enhance customer
service
3.How a secure wireless network can increase productivity and employee
satisfaction by facilitating non-corporate mobile devices entering the network
4.Why face to face communication is important both internally and externally
and how video technology can be used effectively

3. Case Study: Bet Victor
Founded in 1946
Formerly Victor Chandler
Leading online sports betting organisation
Turns over in excess of £1billion
Over half a million customers in over160 different countries

5. Existing Technology

6. Approach
•
Handset at time deployment
•
Integration with CRM Software – Moxie
•
PCI-DSS Compliant Recording
•
Remote Users
•
Blackberry Integration
•
IM with Compliance Recording

7. The Solution

8. Cut Over
•
Share DDI / Extensions between Nortel and Cisco during migration
•
Allow 3 months staged migration – to phase expenditure, risk, training,
features
•
Full calling between systems
•
Phased migration of contact centre departments over systems

9. Migration and Cut Over
GIBTEL
ISDN
UC Cluster
Cisco
UC
International SIP
provider
Voice
Gateways
5005
PBX OPT 11
5001
5002
5000
Contact
Centre
5001
Migration
Contact
Centre
5003

10. Smart Deployment
•
Handset configuration and roll out accounts for between 70 – 90% of both
deployment and support for Unified Communications
•
Some Cisco and non-Cisco tools available to aid deployment
•
Some Active Directory integration available for end users
•
Majority of end user configuration and management is resource intensive task
•
How can we use smart deployment?

11. Smart Deployment Solution
ADAPT
•
GGR Solution - Fully integrate UC deployment with Microsoft Active
Directory
•
Additional schema extensions and AD management ‘snap-in’ to Users and
Computers
•
Takes telephony configuration from AD configuration and provides login and
scheduled synchronisation
•
Simplifies deployment, management and support of Unified Communications.
Reduces complexity and configuration errors

12. Smart Deployment

13. Payment Recording
Suppression
XML Message
Agent taking online payment
•
•
•
•
Agent enters payment screen
GGR App send suppression message
Agent finished payment
GGR App sends resume message
Call Recording Cluster

14. Instant Messaging
Compliance
Instant Messaging Application
• All IM messages logged/recorded
• Search / Analysis
• Top talker user reporting
GGR IM Recording server

15. MVS / Mobile Devices

16. The Outcome
First Contact Communication
Improved Answer Times
Staff Satisfaction with modern communication methods
400+ Endpoints. Voice, Video, Jabber
Remote Workers – Fully integrated
Collaboration and Integration
Fully Resilient Communications