Swinton Enterprise Telephony Project Adrian Hazeldine IT & Business Change Director

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

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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


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


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)

Documents

Swinton Enterprise Telephony Project Adrian Hazeldine IT & Business Change Director