Scope: Reviewed current state of the existing call center/automatic call distribution application(s) then discussed business and user requirements for the Customer Service Groups.  From here XNI formulated optional/future state UCCX models based on findings from current state model review and profiles sessions. Once this was complete, XNI implemented a custom UCCX 5.0 solution.

Deliverables:  Deployment of UCCX solution with up to 5 skill/queue groups and up to a total of 150 agents/ supervisors. Provided as-built UCCX system documentation, completed 1 day of agent and supervisor UCCX training and UCCX system administrative knowledge transfer.

Pickford Escrow (Irvine, CA)

Scope: Design, install/configure Microsoft / Cisco wide area network for Pickford Escrow with approx. 30 satellite offices through-out Southern California. This is a virtual desktop environment with all equipment installed and maintained at AT&T co-location facility near LAX, CA.  All data is centralized at the NOC and all sites are set up with Wyse thin client solutions.  XNI is responsible for monitoring and support of equipment and personal (250 users) for all locations.  This is a 21 server facility with “No single point of failure” design.   Pickford has been a customer of ours for 7 years.

Inland Cold Storage (Fontana, CA)

Scope: Design, install/configure Cisco wide area network for ICS’s 40 locations through-out California. We have also installed Cisco IP Phone systems at most of the sites which provided site extension dialing and toll bypass capabilities. XNI has also been responsible for the design, installation and support of ICS’s wireless infrastructure to include Cisco WCS/WLAN hardware.  ICS has been a customer of ours for 7 years.

Warner Music Group (Burbank, CA)

 Scope: Worldwide Cisco voice network for phones, Call Manager and Call Center.  XNI provided design, implementation and we continue to provide a break-fix/helpdesk support contracts via site engineers at the Burbank and New York locations.  XNI has been responsible for WM’s routing and switch infrastructure in So Cal.  WM has been a customer of ours for 6 years.