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Nortel Networks is a leader in delivering communications capabilities with next-generation technologies, for both service provider and enterprise networks that support multimedia and business-critical applications. Nortel's technologies are designed to eliminate barriers to efficiency, speed and performance by simplifying networks and connecting people to the information they need, when they need it. Nortel does business in more than 150 countries around the world. eLoyalty is a management consulting, systems integration and managed services company focused on optimizing customer interactions. With professionals in offices throughout North America and Europe, eLoyalty’s broad range of enterprise Customer Relationship Management (CRM) related services and solutions include creating customer strategies; defining technical architectures; selecting, implementing and integrating best-of-breed CRM software applications; and providing ongoing support for multi-vendor systems. The combination of eLoyalty’s methodologies and technical expertise enables eLoyalty to deliver the tangible economic benefits of customer loyalty for its Global 2000 clients. Project Summary Defined business requirements for an integrated eCRM suite focused on call centres in the insurance industry for combining products and components of a software strategic partnership. Background Nortel had acquired several software companies in order to acquire the components of a CRM suite for call centres. However, Nortel did not have the development teams, or the expertise to integrate the products. Nortel had several insurance clients that had expressed keen interest in the concept. Nortel wanted to establish a quick-to-market plan. eLoyalty had experience with all of the software components and had experience integrating them into a eCRM for their clients. Working together, they contracted for a Requirements Statement for the software suite and what was needed by the insurance industry for call centres. Requirement Develop a Requirements Specification for software integration of call centre desktop automation systems into a suite of products designed for insurance companies. Approach - A Statement of Requirements was written using existing intellectual property documenting insurance call centre operations and market research, that incorporated best practices and identified market interest and demand.
- Even thought the basic integration plan was already underway, new automation opportunities were identified for potential implementation by taking advantage of the state-of-the-art software components.
- The opportunities were technically assessed and individual business cases were developed to determine their feasibility, desirability and affordability.
- A release plan and schedule, along with a budget and market assessment were developed for the suite and presented to the joint task force board.
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