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Darren Lloyd – Information Services Manager
Next Generation Customer Contact – a UC Enabled Case Study
Agenda
• Newport City Homes Overview
• The NCH Environment
• Living with UC
• End-Point Lessons Learnt and Best Practices
• Questions and Answers
3
Newport City Homes Environment
PowerEdge
Living with Unified Communications
1. User Perspective
2. IT Department Perspective
3. Organisational Perspective
4. Customer Perspective
5. Don’t believe the hype? Let’s Prove It!!!
OUT
OUT
OUT
ISSUE RESOLVED
CONTACT CENTRE AGENT
AVAILABLE RESOURCE
CONTACT CENTRE AGENT
AVAILABLE RESOURCE
“In a Meeting”
“At Lunch”
“In a Call”ISSUE
RESOLVED
Presence Status
UC SessionExtended UC Session
AgentContact
Contact Relationship
Manager
Aspect UIP
Questions and
Answers
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