TheConfederation of British Industry(CBI) is integrating back-office systems with its network
through amanaged serviceto enable
communications data to be used by business
applications.
The CBI has signed a three-year managed service agreement with
InTechnology. It will
link to the service provider's UK IP network to replace its current
wide area network and analogue telephone systems. The previous
system did not allow for integration with technology such as
customer relationship management (CRM) and human resources
systems.
The CBI will link overseas operations in Beijing, Brussels and
Washington during this year.
Matt Phillips, head of IT at the CBI, said the service will link
to other IT systems and improve business processes. He said the CBI
wants, initially, to link the phone system to its CRM system.
"One example of a workflow [being designed] is where a user is
entered into the HR system and a new user will be automatically
created with appropriate IT accounts. The new user is then
automatically assigned a telephone extension and phone details and
HR details are passed to our new web portal," said Phillips. "We
are not looking to make major savings but are adding new functions
and automation."
The agreement provides improved business continuity as a result
of the network being outsourced, which means the CBI benefits from
InTechnology's back-up. It also provides mobile internet access at
the same standard as fixed access and free calls between sites.
"We are looking to create a system that offers the same user
experience from the desk as in a car park, with internet access,
flexibility and business continuity the key objectives of the work
we are carrying out," said Phillips.
The CBI chose to take on a managed service because it does not
have the internal skills for managing the network.
"We wanted to work with specialists in the field of
communications and telephony as we feel this service is best dealt
with externally," said Phillips.
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