Cofidis is a financial institution that entered the Portuguese market in 1996.
Since then, it has been gaining a leading position in selling and managing loans to individuals.
Today, it helps more than 500,000 customers in a sustainable and personalized relationship.
Cofidis aimed to implement a Contact Center solution that would increase after-sales service, use state-of-the-art technology and provide more value in daily contact with its customers.
On the other hand, Cofidis wanted the solution to be scalable and allow different sets of features to be added through time.
Cilnet introduced Cisco IP Contact Center (IPCC) solution. With this new network that converges voice, video and data, Cofidis customer support team’s productivity and agility as an organization are improved.
The implemented IPCC solution combines the capabilities of the Intelligent Contact Management suite of products integrated through JTAPI (a standard CTI interface) with Cisco CallManager.
Intelligent Contact Management enables call routing according to the capabilities of customer care agents, to ensure that customers are assisted by the right agent, from the start.
After acceptance testing, the previous solution was completely discontinued. At the end of the project, training sessions were carried out for key users and system administrators, to obtain the necessary know-how for the correct functioning of the system, as well as the respective performance indicators.
The project’s goals were totally met, namely the improvement of the service level and the seamless transition in activity.
Today, the addition of new agents is a very simple action, performed by Cofidis itself and without any external intervention, as well as the daily management of the platform.
The solution is cost effective and allows Cofidis to handle large call flows effectively, increasing customer loyalty and reducing complaints.
It is noteworthy that a ‘Cisco on Cisco’ solution is being used, which was a major facilitator in integrating and management of the different components that make up Cofidis multi-service network.
IP Telecom is a telecommunications operator that has been working in Portugal since 2000.
It mainly services the business and public sectors, in the areas of information and communication systems, while focusing on Cloud / Security technologies and the main national telecommunications infrastructure.
IP Telecom’s data center segment, which works on a cloud environment and provides infrastructure as a Service, needed to:
• Eliminate system inefficiencies and increase memory (without incurring in higher licensing costs and without compromising the value proposition for its customers);
• Optimize its IT resources, by freeing them to focus on innovation and business evolution (rather than in overwhelming support functions).
The ideal solution had to be smart enough to get information from VMware and find out which were the best publications for VMs in each of the data centers.
Since IP Telecom already used a significant amount of Cisco equipment in the data center network, Cilnet suggested the implementation of Cisco Workload Optimization Manager (CWOM);
starting with a PoC in 2018 to prove that the solution would help IP Telecom in reducing management time and costs.
In just two days of PoC, CWOM identified difficulties in IP Telecom systems and proposed a set of solutions, clearly showing it was the solution that IP Telecom was looking for.
• A 30% reduction in resources required for Microsoft systems and a 15% reduction for VMware;
• Performance improvements and overall service speed by managing workloads that are now redistributed by CWOM;
• CWOM’s system automation saves a lot of time for IP Telecom’s IT staff;
• Decreased number of open tickets and complaints by 10-15%;
• Lower costs for IP Telecom’s customers and ability to increase service transparency through automatic reporting;
• Improved customer confidence vevels over IP Telecom’s Data Center Services.
Grupo Pestana is the largest Portuguese hotel group, with more than 95 hotels located in 16 countries.
The client wanted a technological solution that would provide full Wi-Fi coverage for 25 hotel units in Portugal.
The solution was intended to provide differentiated access, with the possibility of free and unrestricted Internet access for hotel guests and another for Corporate access, with authentication and security for Pestana’s employees.
The implementation of this project presented several difficulties, namely:
• Trouble with wi-fi signal propagation in old buildings, due to the thickness of the walls and the architecture;
• The impossibility of installing equipment in certain places, which could damage the older/protected buildings;
• In public places, there was the problem of user accumulation, which at times could lead to saturation of wireless coverage;
• Guaranteeing coverage to iDevices, due to range limitation;
• Limited time periods for site survey and implementation (trying to avoid hotel occupancy periods as much as possible);
• Implementation of wi-fi network in hotels with high density of rooms, which would predictably result in the installation of many devices in the same unit.
Taking into account Pestana’s requirements, Cilnet has introduced a converged access solution, capable of addressing future growth in the number of mobile devices, applications and bandwidth needs.
The choice of a centralized architecture allows the configuration and management to be done without physical intervention in the wireless equipment distributed among the different hotel units.
In this way it is possible to simply extend a set of management and security configurations, rules and policies and apply them to various wireless devices.
The proposed solution included a Cisco Controller (installed in Customer’s Datacenter) and Cisco Prime Infrastructure, that enables a unified view of network management, resulting in fewer tools required by IT team for rapid detection and problem solving. Both Cisco wireless controllers and the Cisco Prime Infrastructure provide the customer with investment protection, by enabling future growth in equipment and service management with the addition of a la carte licensing.
• Considerable improvements in overall guest satisfaction regarding internet access, as shown by the customer satisfaction questionnaires that Pestana Group provides after stays, as well as hotel unit reviews;
• Increased quality of Wi-Fi service provided, which currently has state-of-the-art Aps, that support the latest wireless standards;
• Simplified and centralized management of over 1400 Aps currently installed;
• Faster and more effective support in reporting potential problems in the wireless network;
• Installation of new hotel network support equipment with the implementation of new switches, meaning gains in network connectivity speed;
• Modernization of the hotels’ structured cable network, which were mostly obsolete or non-existent.