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Unified Communications Business Case

Hi All ,,

Please I have this Business Case and need your help to design the best sloution for it :

an organization consists of one HQ, 7 regional offices, 90 shops & 3 warehouses across Egypt (NOT only in Greater Cairo), its topology & current situation are explained as follows:

  • •1)      Total number of users at the HQ is 200 users (located inside Cairo)
  • •2)      Each regional office has from 15 to 30 users (located in Cairo & 6 other cities)
  • •3)      Each shop has an average of 5 users (located in Cairo & 10 other cities)
  • •4)      Each regional office is responsible for 10 to 20 shops where the regional manager is supposed to monitor day to day operations in the shops belonging to his/her region.
  • •5)      The GM (who is located at HQ) conducts a monthly meeting with the regional managers to review last month results/issues & plan for the next month.
  • •6)      All locations are equipped with state of the art Cisco LAN & WAN equipment.

Challenges/issues they face:

  • •1)      They have their voice communications using current PBXs at each location where they have some Avaya legacy PBXs at main sites & Panasonic PBXs at the shops.
  • •2)      The cost of calls between branches is very high, so they need to decrease the costs & provide clear reports about the savings.
  • •3)      Employees cannot reach to their colleagues when needed, which cause customers dissatisfaction from waiting for long time.
  • •4)      They need to enhance the customer service by providing a call center that can serve their customer over the phone for the 1st phase.
  • •5)      They need 10 seats serving 25 agents over 3 shifts.
  • •6)      They need voice recording solution for quality monitoring.
  • •7)      The call center shall be integrated with the existing Microsoft CRM.
  • •8)      The regional managers waste 3 days every month to travel from their offices to the HQ to attend the monthly meeting.
  • •9)      The GM sees that he needs a biweekly meeting with the regional managers as the work cycle is now faster & there are a lot of issues to review & enhance, however, he is unable to do this to avoid wasting more 3 days per month for the regional manager to travel to/from Cairo!

Thanks ,,

Best Regards .

Hall of Fame Super Silver

Unified Communications Business Case

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