Prominent Irish stockbroker Davy has invested €500,000 in a new voice and data infrastructure that includes a new dealer board and call recording system.
The stock-broking firm has awarded the lucrative contract to futureproof its PBX voice and call management systems to Lan Communications.
“The occasion of a dealer room move to a new floor at Davy’s head office in Dublin prompted a full technology refresh of our voice infrastructure,” explains Pat Phelan, director of information systems at Davy.
“We required a technology solution which would provide us with a product lifecycle of at least five years,” Phelan continues.
“Choosing to migrate to an IP-enabled voice platform for the main PBX and dealer room now delivers the type of scalability and futureproofing which our business model and transactional growth demands.”
The project consists of three distinct elements: an upgrade to the company’s PBX, deployment of a new dealer board system and the installation of a full call recording solution.
Staff at Lan Communications upgraded Davy’s existing Nortel Meridian PBX to Nortel Communication Server 1000 v4.5 and combined this with Nortel Contact Centre Express. The system represents a feature-rich and highly redundant architecture which offers up to 450 call processing and telephony features.
Contact centre functionality such as skill-based routing and sophisticated management reporting ensures improved caller response and handling times.
“In building Davy’s dealer room technology, we specified a best-in-class trading system in the form of a BT Syntegra ITS p41 platform,” said Alan Bothwell, senior account manager, Lan Communications.
“The ITS Netrix turrets (handsets) offer Davy a choice of IP or traditional TDM voice connections and provide traders with the ability to manage all communications channels, including voice, video, instant messaging, email and web through a single device,” Bothwell explained.
“This technology will position Davy to take full advantage of future telecommunications developments and will enable them to migrate to a full IP-based infrastructure as and when they deem it appropriate,” said Bothwell.
Being able to build the new dealer room in parallel to the existing system was a luxury as there was no disruption to Davy’s business during the project, explained Philip McAuliffe, infrastructure manager with Davy.
“With both project management teams working closely together, we were able to migrate staff from the old to the new over a weekend with no technical issues,” said McAuliffe. “It was business as usual for our trading divisions when we switched on the new system at 8am on the following Monday morning.”
By John Kennedy