Customer Experience — Customer Presentations and Messages
Customer Experience at the
Heart of BT in Ireland
Building a reputation for leading the way in the ICT industry in terms of putting customer experience first is BT’s number
one objective and customer service delivery is at the heart of its strategy.
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Developing local economies with next
generation broadband
When Northern Ireland's Department of Enterprise, Trade & Investment wanted
to ensure the development of a modern, efficient infrastructure to bring next
generation broadband to 85 percent of businesses by 2011, they chose to work
with BT to meet this challenging target.
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University of Ulster - Virtual Classroom
In these economically challenging times the need to work smarter, better and more efficiently is essential.
These were all factors for BT Training Solutions when planning a tailored training approach for the University of Ulster. The University underwent a major network infrastructure and desktop upgrade prior to their new academic year in September 2010. Over 1100 users would be impacted by the upgrade which included a migration from their desktop applications, Microsoft Office 97 to Microsoft Office 2007. Up to 80 percent of the user base is already reasonably proficient users of both Microsoft Windows XP and Office 2007.
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BT cloud gets Amey stamp of approval
Working in partnership with local authorities across the UK, Amey helps transform the delivery of public services, using the latest technologies to save money and increase efficiency. As part of its 10-year contract with the Northern Ireland Library Authority, the company provides a full range of technology, from network infrastructure to desktop computers.
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Network upgrade keeps College
cutting-edge
In the last decade the National College of Ireland has established itself as one of the country’s leading educational institutions, running third-level courses out of a modern campus in the heart of Dublin Docklands. The two-acre site is home to 5,000 full and part-time students and over 130 full-time staff and faculty.
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BT network solution delivers cost savings and a collaboration platform
When the decision was taken to amalgamate three Northern Ireland Colleges into one to form the Northern Regional College, the technology
challenge was to deploy a single telephone system and provide tools for collaboration between campuses which sprawl over nine different sites.
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Emergency Call Answering Service
BT provides Ireland with “life critical” service
In 2007 the Department of Communications, Energy and Natural Resources carried out a commercial tender process to find a solution provider to build and run the country’s Emergency Call Answering Service (ECAS). The ECAS answers calls made in the Republic of Ireland to the pan-European emergency service number, 112, and to the traditional 999 number. The move was driven by new European regulatory requirements and the Irish Government’s ambition to provide a world class service to the people of Ireland
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BT hosted service facilitates growth and better IT infrastructure
A non-profit organisation, the Rehab Group has 3,500 employees who provide social care, rehabilitation and employment services across 200 locations in Ireland, the UK, Poland and the Netherlands. Crucial to its success is an IT infrastructure that was run out of its Dublin
headquarters with increasing difficulty.
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Institute of Chartered Accountants Ireland
Single solution for complex needs
Serving the needs of 18,000 members and 5,000 students, Chartered Accountants Ireland is the largest accountancy body in the country. When it moved to a new, purpose built-HQ in Dublin, John Patton, Director of IT services, saw an opportunity to deploy a state-of-the-art IP network that could accommodate the organisation’s diverse requirements.
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Northern Ireland Housing Executive
Public sector body finds perfect partner in BT.
Employing over 3,000 people and managing more than 100,000 properties, the Northern Ireland Housing Executive is one of the province’s largest public sector organisations and one of the most prestigious. It recently won the National Excellence Award at the British Quality Foundation’s UK Excellence Awards, where it was the only public sector body to be nominated.
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BT infrastructure enables twenty-first century healthcare.
Built and run by the Northern Ireland South
Eastern Health and Social Care Trust, the new
Downe Hospital in Downpatrick is a state-of-the
art healthcare facility and the latest addition to
the Trust’s services.
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BT delivers critical connection.
Beacon Hospital is operated by UPMC (University
of Pittsburgh Medical Centre) and one of
Ireland's leading full-service hospitals. The
Dublin site had an IP network that provides
telephony to 900 people and data services to
around 1,000 users, including patient access to
the internet.
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Northern Ireland Environment Agency
BT applications support lets Agency concentrate on core businessThe Northern Ireland Environment Agency (NIEA) implements the government’s environmental policies in the region, with responsibilities that range from pollution prevention controls and treatment of hazardous waste to protecting the natural environment and built heritage sites.
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Voice over IP migration proves popular with employees
University Hospital Galway (UHG ) is one of the major academic teaching hospitals in Ireland. On site, around 2,500 health service professionals had been using a telephone system made up of integrated PBX hardware that was starting to show its age.
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BT manages pan-European move to IP telephony
Ingersoll Rand is a diversified industrial company with global operations and complex information and communication requirements. As part of its worldwide strategy to move to an IP infrastructure, the decision was taken to upgrade its telephony infrastructure from traditional TDM across Europe to one platform - IP Telephony - designed and delivered by a single service provider.
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Making public sector transformation a success
One consequence of the change in Northern Ireland’s political landscape and the move to devolution was the increase in the number of government departments from six to eleven. While the significance of power sharing was welcomed, it presented some administrative challenges and compounded a problem that the Northern Ireland Civil Service (NICS) had been doing its best to address.
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The Medical Council of Ireland
Regulator reinforces role with IP telephony system.The Medical Council of Ireland is a regulatory body that protects the interests of the public when dealing with registered medical practitioners, a role that demands business critical ICT infrastructure.
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BT Billing Analyst saves money and drives efficiency.
The RPS Group is a consultancy that manages projects for clients in both the public and private sector, providing planning, engineering, environmental and communications services.
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Network upgrade boosts capacity and provides a resilient future-proof access.
With a combination of digital and analogue technologies, the University of Ulster’s network was seven years old and starting to show its age. Some of the hardware was nearing end-of-life, but more importantly there was a requirement for more capacity - the number of users had already hit peaks of 7,000 simultaneous connections - and there was an aspiration to move to new technologies such as Voice over IP (VoIP) and IP Telephony.
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Single system makes fast growth manageable. A scalable BT communications solution provides a business critical service.
3fivetwo Healthcare, a Belfast-based clinic serving private and NHS patients, had planned for growth but not on the scale it experienced. At the end of 2008 it was receiving 1,000 patient enquiries a month, a figure that had risen to 4,000 by the middle of 2009. A strategic ICT investment with BT has allowed the business to meet the challenge with no disruption.
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A growing business partnered with BT to extend its European footprint and build a more efficient call centre network.
A global leader in delivering payment solutions, Elavon had to extend its infrastructure to bring a newly acquired credit card business into its corporate network. Call centres in Frankfurt and Warsaw needed to become part of its European footprint.
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A busy government department needed to upgrade its communications network to keep up with a fast-changing environment.
The Department of Transport had a telephony solutions that was maturing, with support and parts no longer guaranteed. At the same time, the Department looked to consolidate six different locations down to three in central Dublin, placing new demands on the ICT team.
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Index Strategic partnership provides business critical infrastructure.
Delta Index, the leading share trading company in Ireland, was looking for ways to differentiate in an increasingly competitive market. To achieve its strategic goals it had developed a core trading platform to better service its customers. But to activate the new platform it needed to move from renting the trading technology out of a hosted environment in the UK to a resilient and reliable infrastructure in Ireland. It needed an enterprise infrastructure and management capability that was too complex and expensive to run internally.
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Managed service helps casino software specialist give global
customers 24/7 support.
WagerLogic, a wholly-owned subsidiary of CryptoLogic Limited, sells casino gaming software and services to some of the world’s largest gaming, bookmaking and online entertainment companies. In many cases, WagerLogic hosts the games for its clients. To mitigate any risk and ensure high availability it provides its customers with 24/7 technical support. In relation to the inhouse help desk of 11 employees was proving inefficient and there was a drive to make significant cost savings at the same time as improving service agility. The decision was taken to outsource the technical support function as a managed service.
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Education sector is given space to grow
HEAnet rented rack space from BT in City West, and used this as a major co-location facility, servicing its clients who wish to install equipment in a managed facility.
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Migrating to IP on a budget with BT telephony solution.
When Horse Racing Ireland (HRI) moved into a purpose-built headquarters in the Curragh, Co.Kildare, it needed a new telephone system. The semi-state organisation welcomed the opportunity to migrate to IP telephony and the improved functionality that the technology can deliver but it was equally anxious to sweat the assets of its existing investments.
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Custom House Global Fund Services
Growing Irish hedge fund administrator relies on BT to help provide 'around the world' service to its clients
.
Since 1989, Dublin-based Custom House Global Fund Services, (formerly 'Custom House Administration & Corporate Services Ltd'.) or 'Custom House', has provided full administrative services to alternative investment and hedge funds.
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Gaining competitive advantage through BT systems and support.
Dalkia Ireland is ready for disaster thanks to a new IP telephone system Executive
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Software firm partners with BT for global deployment.
To set a new bar in the electronic document management sector around the delivery of Software as a Service (SaaS), CUSP contracted BT Ireland as a one-stop managed service provider.
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Enabling next-generation security services.
Unified Communications help security specialist gain competitive advantage and cut costs.
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Global recruitment company chooses fast route to business transformation.
Grafton Recruitment — part of the Grafton Employment Solutions Portfolio (ESP) — operates in a fiercely competitive global marketplace for recruitment services.
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Convergence drives improved efficiency, enhanced customer service and business growth.
BT networked IT services help Danske Bank transform the operating model of its Irish subsidiaries to support
its 'One Group — One System' vision.
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