Koen Dierickx Email and Phone Number

Voor de beste matras moet je bij olli zijn! #theoneandolli

- Contact Center renewal project (starting from RFI > RFP > Project > Run) 2020- 2023- Telephony alignment in the "Telephony Renewal Project" (UC)- Business analysis & architectural / configuration propositions - Participation & Follow up of implementation in the different Ores sites - Process optimization - Hand-over to Operations // Support procedures - ...

- Complete Telephony MIFID II project for FINTRO agencies (Cisco solution + Nice Voice recording)- Telephony Cisco Roll-out for RHQ (Business telco requirements PBC/OBC/BC/... // Design // Deployment scenario // hardphone & Jabber Training)- Assist in New Datacenter Move - Follow up of VideoStreaming migration (Proximus Cloud solution) - VMS Routing management - LCM Projects follow up with internal suppliers (Unify, Alcatel, Ericsson)- Mobile Coverage Extender roll-out for RHQ & Agencies - Entropia indoor roll out for HQ buildings - Design BCP telephony solutions- Design for OBC quick roll-out for telephony - ...

This ‘customer facing’ role - in the capacity of Contact Center Consultant - has multiple aspects. First of all, as CC consultant, it is my task to know and deliver all necessary details on the designed solutions at BNP Paribas Fortis. Going from standalone helpdesks on OpenScape ContactCenter software to integrated helpdesks with Voxtron IVR and HPOV. Another aspect of this function is lifecycle management. Coordination and planning of all necessary updates and patches, managing the license base – cross checked with business and all needed service technicians. Also keeping every internal customer up to date on possible new aspects is an important part. This means a constant product watch to analyze possible new opportunities to optimize the internal helpdesks. Business continuity or disaster recovery studies included.Last but not least this role contains a third level support function. Supervision, business communication and all necessary feedback on open issues are key here.

In this new role I acted as senior supplier at BNP PAribas Fortis.

Following elements were part of this job: - Installing new contact center servers at different customers. (in Belgium and abroad) - Installing upgrades, patches, redesigns. - First line helpdesk on different applications. - Participating in customer workshops. - Giving contact center user and supervisor training.- ...