Swinton Enterprise Telephony Project Adrian Hazeldine IT & Business Change Director
Mar 26, 2015
SwintonEnterprise Telephony
Project
Adrian HazeldineIT & Business Change Director
Swinton – a few facts & figures
• Personal Lines insurance broker• Approx 3000 employees• 2.5 million policies in force• 460 branches – ave 4.5 people in each• Inbound & Outbound Call Centres• Specialist units e.g. Motorcycle
Project Objectives
• Improve call answer performance • Enhance management information• Achieve a standard enterprise wide
telephony platform to facilitate flexibility, growth and cross team business.
• Replace old Meridian used for HQ and Inbound Call Centre
0800 Call Routing Solution
• Best use of both IN and in-house telephony - evolution/ balance risk
• WAN constraint (ADSL into branches) – 2 VoIP channels into each branch
• Didn’t want to go to full virtual call centre agent process (cost/ behaviour)
• Resilience vital given value of 0800 sales calls / marketing cost
0800 Call Routing – previous model
Local Branch (4 Advisors)
Buddy Branch (4 Advisors)
Call Centre (50 Advisors)
Region 1
0800 Call Routing – previous model
ManchesterCall centre
BR2
BR1
INNetwork
INNetwork
20 SecondsWait Time
20 SecondsWait Time
2
1
3UnlimitedWait Time
PSTN
0800 Call Routing – new model
Local Branch (4 Advisors)
Cluster (up to say 40 Advisors)
Call Centre (If necessary)
0800 Call Routing – new model
Branch 1
Area X(2-10 Branches)
Manchester
INNetwork
INNetwork
20 SecondWait Time
1
2Unanswered calls routed
to cluster branches
Branch 2Branch 3
Branch n
CallCentre
3 PBX
Unanswered cluster calls routed to Call Centre
Outbound/Inbound Unit(Halifax)
Alcatel 4400 & Dialler
Caravan Unit(Leeds)
Remote Media Gateway
Motorcycle Unit(Maidstone)
Remote Media Gateway
Head Office Call Centre &
Back Office(Manchester)
7 x Alcatel Application ServersNICE Call Recording
Alcatel solution – hardware overview
Branch Network(Nationwide)
450 x Remote Media Gateway
New Branch Handset
Branch Name
Line 1 – direct 0800
Line 2 – 0800 cluster overspill
Line 3 – branch specific STD calls
Line 4 - internal
Alcatel - Total Solution
ManchesterHalifax
PSTN
ManagementServer
NW & Cumbria(67 Branches)
Media Gateway
Alcatel Switch
IP WANIP Trunks
AlcatelVoice
Servers
Scotland & NE(58 Branches)
Media Gateway
South(57 Branches)
Media Gateway
East(40 Branches)
Media Gateway
SW & Midland
s(66 Branches)
Media Gateway
E Mids &
Yorkshire
(60 Branches)Media Gateway
Media Gateways
IP PCX
IP PCXAlcatelSwitch
PSTNINNetwo
rk
INNetwo
rk
IN NetworkIN Network
PSTN
INNetwo
rk
INNetwo
rk
Cluster Call Routing Strategy
Server 1 Server 2 Server 3 Server 4 Server 5 Server 6 Server 7
Swintons IP Network
Cluster
Branch Branch Branch x n
GMS Manchester
IN NetworkIN Network ISDNISDN
Cluster CallPresented to all handsets
In clusterISDN30
IN NetworkIN Network
Cluster Call Routing Strategy
Server 1 Server 2 Server 3 Server 4 Server 5 Server 6 Server 7
Swintons IP Network
Cluster
Branch Branch Branch
GMS Manchester
IN NetworkIN Network ISDNISDN
Cluster Call answered andIn progress
ISDN30
IN NetworkIN Network
Project milestones achieved
• Nov 2005 – Tender process• Mar 2006 – Proof of concept• July 2006 – Motorcycle Unit installed (40 users)• Sep 2006 – Call Centre/Head Office installed
(500 users)• Oct 2006 – Caravan Unit installed (40 users)• Jan 2007 – orders placed for ISDN channels
into branches• Mar 2007 – Branch Network installations start • Sep 2007 – Branch Network installations
complete (450 branches)
Further Developments
• Virtualisation of Inbound Call Centres – • Manchester/Halifax
• Virtualisation of 2 Taxi Units – • Manchester/Liverpool
• Virtualisation of Commercial Insurance Unit – • Manchester/Isle of Wight/ others to
follow• Remote Outbound seats• Setup of new 150 seat call centre by Jan 2008
Summary – approach
• Clear business objectives & involvement• Suppliers were challenged to find the
solution we wanted• Value of proof of concept work• Strong project management• Partnership approach (Swinton/ Amillan/
Alcatel)
Summary – solution
Strengths• Call centre but not a call centre…• Very flexible• MI strengths / 4760 management• Cost effective for small remote sites• Resilient with the PCS card optionWeaknesses:• IP resource management (channels/
licences)