What is the challenge?
Our client, one of the World’s leading “QuadPlay” media and communications companies, has initiated a programme to standardise and consolidate its Customer Contact Centre Technology platforms across Europe. As a result, the programme has kicked off one of the largest implementations of Cisco technologies in Europe (as well as implementation of other supporting technologies).
With over 20,000 users forecast to be using the end platform and >30% being UK based, a UK led programme was initiated as several countries technologies and support contracts were approaching expiration and a technology strategy was required to standardise operations, improve technology capability and reduce operating costs across Europe. The single multi-year roadmap to the target platform is a collapse of >50 legacy applications and 12 individual country technology roadmaps.