Updated: Nov 14, 2022
Fortune 50 Telecommunications Company
Project management & change management: roadmaps and technical integrations
For this project, the NorthStar team provided overall project management for the nationwide implementation of the Cisco ICM call routing system and deployment of national and divisional enterprise call routing strategies and platform. We developed and managed Call Routing Roadmap and integrated numerous internal technology teams and external technology vendors for successful delivery of Roadmap initiatives, and developed and implemented all supporting Call Routing change management, operations support, new functionality release processes.
How We Made it Work:
1. A talented team of consultants, project managers, and engineers administered our client’s Cisco Intelligent Contact Management (ICM) system.
2. We delivered all tier 2 support for day-to-day operations, managed the changes to routing strategies and stored database procedures, installed and upgraded ICM applications, monitored and analyzed the Cisco Admin Workstation and WebView application, as well as performed Network Interface Card (NIC) integration.
3. Performed a variety of technical integrations including, ICM to ICM, Interactive Voice Response (IVR), Computer-Telephony Integrations (CTI) and Cisco to Customer Relationship Management (CRM) integrations, as required
Our longevity and experience with this major corporation makes it a sought-after expert in the ICM domain area.
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