The client wanted Vibrant to setup and install a network and complete call centre with ACD agents and Wall Board setup. 

The client purchased a new building and wanted Vibrant to transform it into offices with call centre. Vibrant had to plan and work with building teams and interior designers to ensure the all the cabling and utilities were located in the correct places, ready for the server network and call centre equipment to be installed.

Requirement was to plan and design a call centre to call existing customers for mobile phone upgrades. Vibrant were called in to plan and design the server network, cabling, electrical wiring, office layout and call centre telephone system. This Case Study is a perfect example of our end to end solution capabilities. Technologies used:

• HP ProLiant Servers
  
• HP Pro Curve Switches with Power Over Ethernet
  
• APC UPS
  
• Microsoft Small Business Server 2011
  
• Lenovo and Fujitsu Desktop PCs with SSDs with Windows 7 Pro
  
• Microsoft office 2010
  
• Trend Micro Worry free Small Business Edition
  
• Cyberoam Firewall
  
• NEC Telephone system SV8100 with 20 users, call centre
  
• Wall board NEC Call Centre Software
  
• Fujitsu Call Recording Server
  
• Sales force CRM with integration in to NEC telephone system

Implementation Phase 1
We tested an ensured all of the CAT 5 network points were enabled and fully tested and working then installed the server, network switches and created domain for the network users. The Trend Micro Anti-Virus and Cyberoam Firewall was used to protect the network and monitor internet usage.

Implementation Phase 2
We implemented the telephone system, setup the PBX users in Call Manager and consoles to integrate with PCs and telephone systems allowing telephony monitoring and features such as screen pop and one click dial.

Implementation Phase 3
Sales Force integration, we integrated sales force within the telephone system allowing the operators to update CRM records for a client and use the click and dial functionality. The CRM was important as it catalogued the telephone numbers and records of the clients and call recorded the calls on the system to become PCI compliant with the NEC system. The sales force also used screen pop to allow operators to identify calls incoming in to the centre.

 The organisation never used a call centre before to generate sales therefore we impacted a completely new area of the business which is successfully running and selling hundreds of mobile phone contracts. The organisation diversified in to a completely new area also creating 20 new jobs, with the call centre currently running shifts 6 days a week.