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. Initial efforts to define their needs and develop a technology strategy had not been successful. Vendors had been briefed, but formal requirements and RFI/RFP processes needed to be scheduled.

Our team analysed both business and IT strategies, meeting stakeholders and holding workshops. We created the business vision and supporting technology vision, then documented detailed requirements for the contact centre infrastructure for the present and longer-term. A business case was also completed describing costs and benefits.

Following internal approvals, an RFI was issued to selected vendors. A strict engagement and selection process was applied, and a pragmatic and useable selection process helped to indentify the right vendor for our client’s needs.

As a result of our work, the selected vendor was agreed, providing an advanced platform making use of emerging IP telephony capabilities. Pricing and terms were very favourable to the client. The project was established and went on to deliver successfully.