Successfully integrated more than 20 disparate desks in the Contact Centre, underpinned by the development and implementation of a new Integrated Sales and Service Platform. This was based on a bespoke solution that replaced a legacy mainframe application. This project initiative had failed twice previously. Our successful recovery of the project was primarily achieved by applying rigorous project governance and precise requirements engineering.
Investment made in the previously failed initiatives was leveraged to fast track the successful new implementation and reduce the costs of redevelopment.