Our recents projects

Cisco UCCX In 2017, conducted employee and customer surveys, facilitated workshops to create a company wide call center roadmap. Assisted with the implementation of email queueing. Introduced toll free traffic monitoring, area code and overflow routing.

Avaya VM Upgrade In 2016, developed a roadmap to the upgrade of large Avaya system to the latest release on to a VM environment. This upgrade included contact centre technology (IVR, Quality Monitoring, Workforce Management, AACC call routing).

Call Center PCI Compliancy In 2016, reviewed a contact centre for PCI compliancy adherence and made process recommendations to reduce the PCI footprint. Developed an RFI and worked with various vendors to provide a PCI compliancy roadmap.

Cisco System Audit In 2016, reviewed and audited a multi-site, countrywide Cisco UCCX deployment. This project included the centralization of toll-free numbers resulting in a redesign of most call flows.

NEC to Avaya Conversion In 2015, successfully completed the transition of a large NEC legacy system to the latest high availability Avaya IP PBX. This was a multi-site project encompassing administration sets and multiple contact centres.

Interactive Intelligence Expansion and VM Upgrade In 2015, implemented an upgrade of an Interactive Intelligence system (Contact Centre and Admin) to the latest release while converting to a VM-based, high availability configuration.

Nortel to Avaya Conversion (2,000 Sets) Project Manager\Technical lead for with a large Nortel to Avaya conversion. This project will use the latest Avaya Aura offerings and their new SIP based Call Center technology. Corporate Voice Communication will be served by a central location and distributed across the country over an MPLS network.

Nortel to Cisco Conversion (400 Sets) Using Cisco Express technology, a geographically redundant Business and Call Center solution was implemented to support 13 sites interconnected by a countrywide MPLS network.

Nortel to Cisco Conversion (2,000 Sets) Successfully completed a project to convert 2,000 telephone sets to VoIP technology over multiple sites. The team consisted of several CCIEs, technical personnel, data network specialists, project managers, security experts and Microsoft software engineers. Due to the complexity of this project, we gained significant experience using Cisco technology to meet administration and Call Center requirements. Solution included: Cisco Enterprise Multi Cluster Infrastructure and Cisco Enterprise Call Center (IVR VMXL and Speech Recognition), Quality Monitoring, Workforce Management.