MIGRATION OF TELEPHONY

SYSTEM ON-PREM TO CLOUD

BASED SOLUTION
 BACKGROUND, SCOPE & HIGH-LEVEL REQUIREMENT

 TNB CareLine is intended to migrate telephony system from Avaya On-Prem to Cloud based solution.

 This migration is specifically for voice only which is support for CMC (15454) & OSEC (1-300-88-5454)
hotline number and we propose to have 400 concurrent licenses.

 We are required additional few features for operation wise such as Call & Screen Recording, Quality
Monitoring (QM), Workforce Management (WFM), Call Management System (CMS), Wallboard & Integration
with :
i. TNB Outage Management (TOMS) – webpage application
ii. SMARTVIEW – webpage application
iii. BCRM – SAP
iv. Knowledge Management (propose to change from Verint to Salesforce)

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 OBJECTIVE & PAIN-POINT

 Migrate TNB Careline Telephony System from On-Prem to Cloud Based and have up to date technology for
World Class Contact Center.

 Our pain point that faced today are:

i. Current Avaya R7 license already End of Support (EOS) & End of Life (EOL)
ii. Existing VMWare just only support until version 6.7. TNB ICT need to migrate to new version of 7.0
iii. Having WFM issue due to expiry license. TNB Careline experienced for pulse missing and need to
do manual agent forecasting and scheduling

 Floor data detail for CMC & OSEC:

i. No. of Agent = 382 agents (based on existing headcount from 3 different vendors)
ii. Average Handling Time (AHT) = 7.36 minutes (OSEC) ; 3.42 minutes (CMC)
iii. After Call Work (ACW) = 1.48 minute (OSEC) ; 1.00 minutes (CMC)
iv. Talktime = 200,000 minutes/year
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THANK YOU