Banking on voice over IP. How to roll out 180,000 VoIP phones?
<<<... For instance, line coverages, who is part of a hunt group on a floor — there is more potential variation in an enterprise site in terms of how the phones are used. One admin might be supporting five or six managers in that area, and might have coverage for someone else on another part of the floor. So the key part is making sure we have the appropriate assessment process to capture all of those requirements, so we can translate them into a standard VoIP solution. Other than that, you have the benefit of having a team working in a confined space.
From a transformation perspective, when you hit one location, you get a larger volume of numbers converted -- which can be a bad thing, or it can be a good thing. You can get more done by having a team in that concentrated area. So with 800 branch conversions completed, what have you seen and learned so far? With something of this magnitude, you're not just changing the technology in the back room. What you're doing has an impact on the way associates are using technology every day — it's a little more disruptive.
So we've had some lessons learned around the training, and how we communicate the use of the technology, and where we're moving to some more standard business-process-driven capabilities. We're making sure associates understand the training around how we're now using the phone system to execute business processes, and not just as a phone with basic features and functions. The key thing we quickly learned at the start of the project was we had to unravel the heritage PBX environment that for years was just providing phones and dial tone. We had to understand how a phone system was being used to support the business. And then from there, we had to understand what the standard telephony integration models were going to be... more >>>
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