Unified Contact Center
Unified Contact Center
Our Business Principles
Our promise to partners is that we will never commercially
engage with their own customer base, or their prospects. We see this as a core,
ethical principle for doing business.
At all times, we maintain complete transparency in the way that
Our strength is an ability to create leading edge technology
based solutions. We always start by understanding a partner's challenges,
problems and opportunities, prior to any discussion of solutions or specific
products. We are completely independent and unbiased in our professional advice.
We are very aware of the commercial needs of our partners, and
their end customers. As a consequence, we always look to achieve the best
possible pricing for each project.
Our service culture drives our vision to evolve standard
relationships into long-term ones. We find that the most successful working
relationships are those that are open, collaborative and based on mutual trust.
Cisco Unified Contact Center (UCCE) Enterprise Implementation Project
for US Department of Defense
GlobalNet’s Principal Consultants were the Lead Cisco
UCCE Technical Architects and Deployment Engineers, responsible for the
design, development, deployment, testing and support of a Cisco UCC
Enterprise contact center for a US Department of Defense Agency.
Responsible for the physical installation and configuration of all Windows
2000 Servers necessary for the successful deployment of a new Cisco UCCE environment. Configured and deployed all
UCCE Nodes for 1 Contact
Center Site and 2 Central Controller Sites. Additionally responsible for
all IPIVR and UICM design, configuration and scripting activities
Cisco IP Contact (UCCX) Express Development
GlobalNet’s Principal Consultants were the
lead UCC Technical Architects, responsible for the complete re-design,
development, testing and deployment associated with the enhancement of a
Cisco UCC Express system for a major US Government Agency. Consulted
with business process owners to ensure accurate requirements were captured
for the enhancement of call routing, IVR call treatment, and simplifying
system administration. Created detailed UCC Express design documentation
(including Visio Call Flows) to accommodate business requirements.
Responsible for all IP-IVR script changes necessary to meet the design
requirements, including the implementation of XML scripting to simplify
ongoing maintenance of the IVR functionality.
Cisco Intelligent Contact Management (UICM) Support for Major US Financial Institution
In the role of Lead Developer, assisted in
the design and lead the development, implementation and testing efforts to
convert a large financial institution to MCI NGSN. NGSN was integrated with
the existing Cisco UICM architecture allowing calls to be transferred
centrally with out-of-band signaling. Responsible for designing and
implementing all Call Routing and Administrative Scripting modifications
necessary for Translation Routing\Post Routing required for CTI Screen Pops.
Actively engaged in Support Rotation as the prime contact for all Level 2 &
3 Cisco UICM Support and Troubleshooting.