VINCI Construction UK Case Study

Requirement: Skype for Business Contact Centre and Rapid Network Deployment

VINCI Construction UK needed a highly-redundant and available Contact Centre solution that could integrate seamlessly with a wide variety of communication channels to serve its customers round-the-clock, as well as a solution to manage their on-site connectivity needs.

 

The Client

VINCI is a world-leading construction and concessions company, employing approximately 185,000 people in 100 countries. The largest British subsidiary of VINCI, VINCI Construction UK works with a number of high-profile customers, such as Debenhams, Dixons Carphone, Transport for London and the Olympic Stadium. The company strives to be the preferred top-quality construction and facilities partner for its clients, with core values of excellence, collaboration, innovation, integrity and discipline in everything it does.

VINCI Construction UK was looking for a technology partner that could provide a complete, hosted Contact Centre solution for its Facilities division to enhance the service it supplies to its end users, capable of operating 24/7. Additionally, its chosen partner should be able to maintain the IT estate on a day-to-day basis, allowing the in-house IT specialists to focus on the company’s core business needs. The offered solution also needed to be future-proof and offer several Enterprise-grade features, such as Interactive Voice Response (IVR) technology, advanced call queueing and routing functions, and the flexibility to potentially expand to incorporate the company’s IT Service Desk at a future date. Most important, however, was that the solution needed high levels of redundancy and availability as well as secure remote access.

Although VINCI Construction UK was an existing customer of GCI’s – with the Converged ICT Services Provider supplying its WAN – to ensure it was getting the best solution and value for money, the company invited a number of companies to tender. VINCI Construction UK selected GCI due to their demonstrable experience in supplying Skype for Business-based Contact Centres and in-depth knowledge of the Construction sector, as well as offering a 24/7 Managed Service to cover ongoing support. VINCI had also been speaking to GCI about a solution that would afford it high-performance connectivity to quickly mobilise IT services for its construction sites without the 3-4 month wait for installation that is normally seen on greenfield sites.

 

Technical Solution

GCI recommended a Skype for Business Contact Centre solution for VINCI’s Facilities division, delivered in conjunction with multi-award-winning Contact Centre Service Provider Enghouse Interactive. Enghouse Interactive Communications Centre (EICC) is a readily-configurable, omni-channel Contact Centre offering that ensures every customer receives the same level of service regardless of how they choose to make contact – whether by phone, email, chat, social media, video or text. The solution allows for omni-channel queueing, call routing and a callback function for essential compliance with stringent Ofcom regulations. Additional features include WAV options to update customers whilst they are in a queue, and self-service IVR tools; all designed to improve First Contact Resolution and increase productivity. Managers, supervisors and agents can also proactively view and monitor in real-time what is happening in the Contact Centre so that they can manage any issues, and those with appropriate permissions will have easy and secure remote access.

EICC was originally to be deployed with VINCI Construction UK’s existing on-premise Microsoft Lync solution; however, through ongoing engagement with the company it became apparent that Lync couldn’t deliver the guaranteed availability that was required. Therefore, GCI aligned the solution to be deployed on its own Skype for Business platform, which could then be expanded across the whole of VINCI Construction UK’s business. This also helps fulfil the company’s desire to be able to integrate EICC with other software in the future, as the solution was no longer based on legacy technology. The Cloud infrastructure on which the Contact Centre solution is hosted has the same resilient network connectivity as VINCI Construction UK’s existing WAN, meaning that GCI was able to deliver an end-to-end service. The platform was built for high levels of resiliency and redundancy to ensure optimum reliability and uptime, and with the Contact Centre solution managed by GCI, VINCI Construction UK and its internal IT team have confidence that workloads would remain secure, freeing their time to focus on the company’s core business needs.

To show how they could solve VINCI’s on-site connectivity issues, GCI also implemented a Proof of Concept for Rapid Network Deployment (RND) – a solution which offers Enterprise-grade internet access on a temporary basis. Installed at VINCI’s site at the Trafford Centre, RND allows businesses to access the internet without the fixed connection, making it ideal for companies like VINCI that need connectivity in multiple locations but for short periods of time. The solution primarily connects via 4G but can also use multiple broadband connections - such as fibre and DSL – and can be deployed in as little as 24 hours. RND was on site for 5 weeks and was used for connectivity before the permanent, wireless point-to-point connection was installed by GCI to ensure that the business could continue to operate as usual without the worry of downtime.

 

Success and Company Benefits

VINCI Construction UK now has a Cloud-based Contact Centre solution with the high levels of redundancy and availability it required. The Enghouse Interactive Communications Centre (EICC) can be used 24/7 and has all the features that VINCI required, with the additional benefit of ensuring the company is compliant with Ofcom’s regulations. The omni-channel approach allows the company to better serve its customers and thanks to the solution now being integrated with Skype for Business, it can easily be expanded to meet the business’ growing needs – be it adding users or integrating additional applications and software - and as the solution is managed by GCI, VINCI Construction UK’s in-house IT team can now deliver more strategic projects.

Additionally, the Rapid Network Deployment solution worked so well for VINCI that the company purchased a second device, currently being used on a construction site in Bristol while broadband connectivity is being installed. Thanks to the portability and flexibility of RND, once it has served its purpose it can be easily moved to another site to bring it online temporarily whilst the company awaits a permanent connection. As the solution also hooks into GCI’s MPLS core, VINCI have been able to use both devices as a local network; with one in Bristol and one in Manchester, the company was able to easily share important files between sites. As VINCI’s technology partner of choice, GCI are continuing to work with the company on new initiatives to help with a number of business challenges going forward.

Ben Paddick, IT Director at VINCI Construction UK, said: “When we selected GCI as our IT Service Provider, a key decision-making factor for VINCI was the capability GCI demonstrated in terms of systems integration expertise. Their attention to detail and experience in Contact Centre technology was also demonstrable. We’re glad we made the move from Lync to Skype for Business, as our Contact Centre solution has managed to meet all of the numerous requirements we had…and some we don’t even have yet! The Rapid Network Deployment device has also solved our short-term connectivity needs and offers the flexibility to take internet access with us as we move from site to site.”

 

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