Laurie Mclaughlin Email & Phone Number

United Kingdom

Founded in Scotland in 2017, we are proud to have delivered contact centre solutions for organisation of all sizes, from small in-house teams, to large-scale 24/7 BPOs, to police force control rooms across the UK and in Europe.As a partner, rather than supplier we empower our clients to elevate their game with smart, scalable technology and expert support without the complexity or the price tag.Solutions:🔘 Discover | Real Time Contact Centre WallboardsTransform contact centre operations with rapid deployment and effortless management.Accessible using any smart device, Discover features customisable KPIs, dynamic alerts, and enhanced messaging so teams can adapt to changing conditions wherever they are in the world.Unlock contact centre excellence, anywhere.🔘 Adapt | Data Automation and DistributionTurbo charge efficiency with tools to automate the extraction, processing, distribution and storage of historical voice, and omnichannel contact centre data.Get the data you need, when you need it without a human pushing buttons.

Global

Working with a range of the AVAYA Contact Centre products, delivered small, medium and enterprise level projects and professional services in 15+ countries.Core Role• Designed and implemented AVAYA voice and multi-channel contact centre solutions• Led workshops with customers to develop designs focused on business process and requirements• Developed and delivered training for English and non-native English speakers• Led knowledge transfer sessions on demo and live customer systems• Scoped, designed and implemented custom reporting solutions in response to requirements• Worked with customers to create and modify processes to reconcile with new technology• Developed and documented strategy and internal process• Pre-sales support and Request for Proposal (RFP) activitiesAchievementA global logistics customer required a midsize product for deployment in smaller country hubs unsuitable for enterprise level equipment. A recently released product, AVAYA Contact Centre Select (ACCS) met the requirements so became the platform of choice. As functional lead, tasked with understanding the features of the product and developing an operating model to facilitate the capture and rapid deployment of functional configuration in multiple countries. Working with the customer, produced an operating model for EMEA and APAC including: functional design templates; technical documentation; and support definitions for a third party platform support function. Customer approved and signed off documentation, shortly after, the pilot country successfully went live on the new platform.

Edinburgh, United Kingdom

Development and support of Aegon UK and Aegon NL critical systems hosted on IBM zSeries mainframe.Core Role• 24/7 Multi-LPAR support for global customers• Disaster Recovery Planning and Business Continuity• Interpret and analyse customer requirements to deliver effective solutions• Design bespoke monitoring and reporting tools to drive process and service Improvements• Identify key issues; plan and implement short, medium and long term solutions• Plan and manage multiple project streams in addition to incident resolution and BAU• Participate in projects and workshops in SME capacity for Mainframe and adjacent technologies• Create and maintain technical, standards, and procedural documentationAchievementAEGON UK historically outsourced a portion of their batch processing. In January 2013 the contracted outsourcer entered administration and an interim change to their data center configuration halted this business-critical system. Contacted out of hours and with no system specific experience had to gain an immediate understanding of the process and infrastructure to provide a short-term solution and maintain business continuity. Within the hour, planned and deployed a fix to reconstruct corrupted data allowing batch processing to continue. The following day performed a thorough investigation, consulting with individuals and teams with deeper knowledge of the affected systems to drive the design of a new process. The short-term solution was implemented quickly enough to avoid impact on end users and live systems. At the time of writing, the re-designed process is planned for implementation as part of a larger project.

Edinburgh, United Kingdom

Working with IBM zSeries mainframe programming predominantly in CA-METACOBOL, OS-JCL and CA-IDEAL to develop Aegon UK live and back end systems.Core Role• Specification, design and implementation of new Aegon UK systems• Retrofitting of new functionality to existing Aegon UK systems• Identification and analysis of IT requirements• Systems optimisation, load testing and performance benchmarking• Testing – Unit/White Box, Confirmation, Regression• Bug fixes – Exploratory, production support, post implementation fixes• Support business and offshore partners during design, implementation and test phases• Provide Management Information for company executive, shareholders and auditorsAchievementA high profile project required significant volumes of Management Information (MI) for FSA auditors, shareholders and the company executive. Data was collated for each end to end run of an application suite which took place, on average, once a week. The output, once generated, required formatting for a non-technical audience which took, on average, 3-5 hours per run.In personal time, designed, developed and tested an automated MI system that integrated with the existing application suite providing more complex statistical data than was feasible using the manual process and presenting that data in a format consumable for all audiences. The result was increased flexibility, reduced risk and a net saving of approximately 12 IT days over the duration of the project. This MI system has since been adopted for use on other projects.