Experience...

Customer contact media

Each of our associates has a minimum of 15 years' experience in their respective disciplines in providing customers with the skill and knowledge to implement world class Customer Service Centres. From strategy to operational delivery, Obrar have been engaged to deliver exceptional service across many business sectors.

Having managed some of the largest and most complex Customer Service environments both in the UK and across Europe , Obrar have proven track record in the Customer Service environment. Providing a wide range of skills from operational management, Work Flow Management (WFM), Quality Assurance (QA), SLA and KPI management, process definition etc to help your business succeed and provide service as a marketing differentiator. In addition Obrar offers model office set up and service control groups as well as mystery shopping and service correction capabilities.

The service challenge
Procurement

Procurement

Working with our customers Obrar has managed over 60,000 seat transitions within the UK and Central Europe, in addition to off-shore locations in Asia and Eastern Europe . Having worked in off-shore deliveries since 2001 Obrar has a comprehensive knowledge of all major BPO operators in India, Philippines, South Africa and Eastern Europe, and has in addition to the normal client/outsourcer model set up JV's, Build Operate and Transfer, Partnerships and Acquisition environments for corporate and BPO customers. As part of the outsourcing process, Obrar has detailed knowledge and significant experience in the design and implementation of IT networks and infrastructures into India, South Africa and Philippines using VoIP, Citrix, MPLS networks and significant experience with all Telecoms operators and provisions for above countries.

Obrar has many man years of experience in the outsourcing area with many of its associates having worked for an Outsourcer or have implemented Outsourcing for large corporate institutions. Obrar can therefore provide help in this complicated and often highly sensitive move. Areas such as RFI and RFP production, supplier evaluation and negotiation, implementation and delivery and SLA and KPI selection (balanced Score card). During the Outsource concern is often raised over how the outsource is working, Obrar can provide evaluation against a benchmark and outline how any outsource is performing in the market. As a result of this many companies have renegotiated their base costs or improved services that have missed their initial targets.

Communications Technology

Understanding technology and its place as a business enabler is an important role for Obrar. The focus on delivery rather than just professional services organisation means that technology and its implementation are key when Obrar are involved in any project. As shown below Obrar can call on experts in many fields. This has helped many of our customers in providing a total solution for migration to new platforms whether they are Network or IT based projects.

  • Telephony systems Avaya, Nortel, Rockwell, Aspect, Cisco, CosmoCom, Genesys
  • WFM applications Aspect eWFM, IEX Totalview, Impact 360, Genesys WFM
  • Quality Management (NICE, Veriant, Autonomy, Magnetic North)
  • Contact routing Genesys Version 5 to 8, Cisco ICM
  • Voice Over IP Avaya, Nortel, Cisco IPCC, Genesys SIP server, CosmoCom
  • LAN and WAN design, implementation and management
  • IP Convergence
  • SIP delivery Implemented one of the first total IP contact centre in Europe using Genesys and Cisco IPCC
  • Contact centre virtualisation projects largest intelligent Genesys delivery in Europe for two leading mobile operators.

Working with our customers, Obrar have managed to improve functionality, reduce cost and increase productivity by managing projects to improve IT. Below is a typical example of the complexity found in many companies. By understanding the business requirements and the technology, Obrar can help to move to simpler more manageable solutions.

  • Managed over 12 MPLS RfP bids over the last 12 months
  • Contract negotiations (Commercial, Technical and Service)
  • Market knowledge and understanding of all managed carrier MPLS technical and commercial solutions
  • Implemented 8 major corporate MPLS networks over the last 24 months
  • Service and performance management of MPLS networks (Operations and fault resolutions)
  • Benchmarking and service delivery performance of major tier 1 operators

Networking

Obrar has many years of experience with networking and can provide expertise in the following areas:

  • Managed multiple MPLS RfP bids around the world
  • Contract negotiations (Commercial, Technical and Service)
  • Market knowledge and understanding of all managed carrier MPLS technical and commercial solutions
  • Implemented a large number of major corporate MPLS networks
  • Service and performance management of MPLS networks (Operations and fault resolutions)
  • Benchmarking and service delivery performance of major tier 1 operators
  • Provided advice on network outsource for a major high street bank.t
Networking

Our Partners

Critical to the success of any project is the selection of the skilled team and experienced partners who will execute against the project goals. With this firmly in mind Obrar can advise on the best delivery model which may include working with one of Obrar’s strategic partners. Through our strategic partnerships, customers have the opportunity to access the complimentary professional services and managed services capability that combined organisations can provide to further de-risk the whole-life ownership of a modern communications or technology infrastructure.

Obrar is Part of the Progility Group PLC.

Progility is a UK AIM listed company based in London with offices in the UK (12 locations), Australia (7 locations), India (17 locations) and United Arab Emirates. Progility is a market leading project management services business offering consulting, recruitment, training and IT, communication systems, integration services and healthcare excellence to customers on a global basis.