Call Centre Technology Integration at Equans

Reduced software licence costs

Increased call centre uptime

Standardised operation with call centre technology integration

Enhanced data insights

Ian [CI Projects] has been a great support during this very busy and challenging time.

Linda Wilkinson, Head of Information Systems

Define it

Following the acquisition of Equans, Bouygues faced the challenge of integrating two large organisations, including their respective call center operations. Key issues included:

  • End-of-Life call centre software: Bouygues’ existing software was nearing the end of its lifespan, experiencing outages and compatibility problems.
  • Multiple systems and processes: Inconsistent call centre processes and software across both companies hindered overall efficiency.
  • Integration opportunity: The acquisition presented a chance to standardise call centre operations and reduce redundancies through call centre technology integration.

Improve it

CI Projects partnered with Bouygues to conduct a comprehensive call centre software evaluation and implementation:

  • “As-Is” Process analysis: Defined existing call centre workflows and identified areas for improvement.
  • Requirement gathering: Elicited system requirements to ensure the chosen solution met Bouygues’ needs.
  • Stakeholder engagement: Collaborated with stakeholders across both organisations to understand the scope of the project.
  • Solution evaluation: Engaged with Equans’ product owners to assess potential call centre software solutions to enable call centre technology integration.
  • Cost-benefit analysis: Developed a business case for the recommended Genesys solution.

Sustain it

To ensure effective call centre technology integration, we supported with implementation planning. We created data collection templates, organised software demonstrations, and planned for training and communication. We helped Equans navigate a complex post-merger integration, optimising call center operations for increased efficiency and cost savings.

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