Firm profits from unified system: software provides bridge connecting different technologies between global offices and employees

Communications News, March, 2008

For more than 20 years, Wall Street Systems' (WSS) telecommunication system had not evolved much past a time-division multiplexing system, with no integration. Centralized access to important information and contacts was needed but not readily available. As business continued to grow, however, the firm found it needed a system with a centralized server, combining all communication forms over one platform.

The firm sought unified communications capabilities that could better leverage its telecommunication systems to be more productive. Such a communications system, says Jerry McConnell, director of technology at WSS, would enable the company to keep up with the changes in its business as well as its rapid growth. Having recently completed a merger, WSS was in the process of integrating the two companies, with a new office in London, and moving to larger quarters in Manhattan.

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WSS provides high-performance back-office and transaction management to global financial institutions and corporations. The company has 500 employees servicing more than 300 banking and corporate customers, operating out of 12 offices worldwide.

The company is recognized for its treasury support products that help companies better manage their cash reserves and foreign exchange, as well as reduce transaction costs for customers. It also offers a series of services, including a 24-hour help center, account management and professional consultants. Each service offers the necessary technical support and a day-to-day liaison with WSS professionals. Superior communication with customers is a mission-critical need for the company.

The Manhattan move triggered an examination of WSS's communications needs, which extended far beyond the company's relocation of offices. Many of its employees were now working remotely. Employee scenarios varied from home office-based employees to U.S.-based employees spending large amounts of time serving customers in Japan. Communication over multiple servers was both costly and unproductive.

CONTINUOUS CUSTOMER ATTENTION

Additionally, its global customers were now requiring 24/7 attention, an expectation with multiple implications for WSS. One was that WSS employees needed to be available to customers beyond regular business hours in any one location. This meant that employees needed the capability to work seamlessly across offices. Moreover, its human resources and accounting departments relied greatly on faxes, which was turning into a real challenge as the decentralization of its workers meant they were not necessarily close to a fax machine.

WSS retained Consultedge to design and implement a communications system that would effectively meet the firm's multiple goals. Consultedge's design centered on Objectworld UC Server to provide the unified messaging, unified communications and line-of-business tools needed by WSS to enhance customer relations and improve workplace productivity.

A key consideration was the interoperability of Objectworld UC Server with a new Avaya IP Office PBX and existing Avaya communications products installed in WSS's London office. The integration of existing and new technologies from different vendors enabled WSS to optimize its past communications investment while gaining the performance and efficiency benefits of new technologies.

Using Objectworld's software application, WSS can manage voice, fax and other unified communications services with Microsoft Active Directory. Objectworld integrates with the new Avaya communications system and the Microsoft Windows platform, while Active Directory is integrated with Exchange. This enables employees to have a single source of communication for voice, fax or e-mail--with business processes, corporate data and information stores. Additionally, when an employee uses the phone system, his contacts automatically pop up on screen.

"Voice mail and call-flow management are completely integrated into e-mail and fax," says McConnell. "Managers love having the flexibility of being able to get all of their messages without having to come into the office. Additionally, voice mail truly becomes voice 'mail,' not just telephone tag."

The point-and-click service environment created by the new system was a good fit for WSS's day-to-day business operations. The system's text-to-speech capability enabled WSS applications to enhance customer service and increase customer retention, McConnell says. WSS employees, for example, now have the option to convert their e-mail to voice mail and listen to it on their PDAs and smart phones.

Although the features are geared toward worker productivity and customer retention, many benefits accrue to the IT department. Objectworld's Windows-based administration and service-creation tools provide a consistent interface for IT to set up conference lines on the fly, add passwords and designate lower-cost call routing. IT also spends significantly less time chasing down problems and there are fewer complaints in the field, according to McConnell. When problems arise, the Objectworld software provides diagnostic information in a central location, which is also an important resource for corporate compliance.