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