Financial services provider Think Money Group has upgraded its telephony platform and migrated 1,400 phones to an Avaya CM6 system to enable future growth plans and to ensure smooth communication with its customers.
The switch involved migrating phones in six sites to the new system; moving from ISDN to SiP channels; implementing a SoftPhone; and upgrading Think Money’s dialler in two new remote data centres.
The TMG Telephony Transformation Project, which took 18 months to develop and implement, also included the introduction of a new IVR (Avaya Experience Portal), a new Call Recording solution and CallBack systems.
Ian Roddy, IT Project Manager at the company, said the change was vital for Think Money, as its previous technology meant the business was neither resilient nor able to integrate different channels of communication to and from its customers.
In the new year, the Salford-based business will move from its current site to a new one – Think Park. Think Money’s move has also contributed to the need for a system change, as the old systems are located in buildings that will no longer exist after the relocation.
While 14 people comprised the core project team, Think Money had 20 business testers in action on the migration weekends.
Roddy said: “On the day following migration, multiple floorwalkers were in each location to help and assist. If incidents needed to be escalated then the floorwalkers had a dedicated service desk number to call. The technical team and key supplier were located in a central room where any incidents were resolved.”
Think Money Group is a fast growing financial services provider. The business offers a range of products and services, including an alternative to traditional current accounts; debt advice and solutions; life and general insurance; and mortgages and secured loans. The business has been listed in the Sunday Times Best Companies to Work For Top 100 for the past seven years and is an Investor In People.