Our client, a large Australian insurance company, had aging contact centre infrastructure supporting approximately 2000 staff, and needed to make strategic investments to enable future business plans. Following the selection of Cisco, detailed requirements had to be documented and the many involved business units engaged to effect a smooth transition.

Our role was to lead the business requirements and change effort for this large project. Through many meetings, reviews and workshops, our team both understood business requirements in detail, and educated business units about options and the potential of the new platform.

Our team took a very hands on and proactive approach, working with the many business groups involved. Detailed business requirements were agreed, the deployment schedule for each business unit was agreed, and the project began rollout. We were also responsible for change management strategy and execution including communications & training.

As a result of our work, good business relations were established; requirements and rollout plans were agreed, and the initial phases achieved success with pilot sites and the first of the larger contact centre groups. After we completed our work, the remaining sites were also completed successfully.