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.
Key benefits
- Licence costs were reduced by approximately £10,000 annually.
- Clients experienced better call centre availability and reduced outages.
- Call centre software was consolidated across all contracts, leading to a more uniform experience.
- Consolidated data into a single database facilitated improved management information (MI) reporting.
- Supported the overall business integration by uniting the previously separate IT software portfolios.
