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The Migration Project of a banking call centre

Missions

Gathering development needs from the various departments
Drafting a call for tenders
Technical and financial analysis of bids, choice of systems integrator
Validation of technical specifications
Coordination of the implementation of new pre-production scripts and voice messages
Technical and functional testing, monitoring post-production adjustments
Design and operational monitoring of the communication and support plan for professional entities and agents
Approval of integrator invoices

Client

Société Générale

Location

France

The Société Générale bank call centre for head office entities is based on an Alcatel CCD infrastructure. The project consists of migrating all call numbers, voice messages, IVR, routing scripts and agents to a Cisco UCCX system, within a relatively short timescale (10 months).

Setec provided an expert project manager for Alcatel and Cisco UCCX call centre infrastructures. He managed the project from A to Z.

Challenges

Assurer la migration en transparence pour les agents et les clients, sans coupure de service. La migration étant organisée en 13 vagues successives, toutes les 3 semaines, la difficulté réside dans la capacité à gérer les réglages post-déploiement avec la préparation de la migration de la vague suivante.

Key figures

320 agents

20 entités distinctes

15.000 appels quotidiens

The Migration Project of a banking call centre

Missions

Client

Location

Challenges

Key figures

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