GlobalNet Direct

By: Globalnet Direct  09-12-2011
Keywords: 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 we work.

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 Project

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.

Keywords: Unified Contact Center