Mark Luffman Email & Phone Number

South West, England, United Kingdom

Somerset, England, United Kingdom

Marlin Communications delivers best-in-class Unified Communications & Collaboration solutions that help your business:✅ Increase efficiency, productivity & value✅ Reduce costs✅ Increase profitsWe have strategic relationships with over 30 market-leading business communications vendors and over 20 years of experience delivering solutions that meet and exceed.

IISAS Ltd is a technology company focussed on providing its customers with the highest standard of support and professional services. Please see: www.iisas.co.uk for full details of the voice and data services that IISAS provide.

From Novemeber '08 I continued to work at Orange but as a TPM responsible for the mass Migration of 6500+ agents onto the new Genesys SIP solution. This included the securing of 1million + budget for the project followed by complete management of all technical areas involved in migrating from the legacy ACD infrastructure over to the new SIP.

I rejoined Orange to assist in an expansion of the Offshore element of Oranges Call Centres. This covered multiple outsource vendors with multiple ways of connecting to the Orange Network. This included various technolgies such as IQ 2000 and IQ 3000, protocol conversions, connecting to Avaya PBX in UK as well as Cisco Call Manager positioned in India..

I am currently self employed under my own Ltd Company. I have worked at BT in Dublin installing new Genesys Intelligent Call Routing solution for a major Bank. I am currently working at Orange in Bristol, assisting in the delivery of a SIP based Genesys Call Routing Solution, for an agent base of 6500 agents both on and offshore.

Actually contracted to BT Global Services but based fulltime on the BOI project working on the final design and delivery of new Genesys installation for BOI in Dublin, Kilkenny and also Reading (UK). During implementation phase I worked out of hours on all final testing including fault resolution as required, followed by onsite support for 1st week of go.

As Manager of Intelligent Routing Services I was responsible for the Design and Delivery of new and existing Contact Centre solutions. This covered technologies from ACD, IVR, Genesys, Dialler, Call Recording etc. I left of my own accord to setup my own company and since Aug '06 have been consulting.

Based in Bristol and working with Glen Foxon in Darlington we began to setup an Operational Support team primarily focussed on the support of software based products. This included the full Configuration of the Rockwell ACD estate including defining working standards, Configuration standards and Call routing standards. Worked on the implementation of the.

Based in Darlington, Contracting for the Telecoms Support team in Orange, working on the support of key Call Centre applications

I was brought in to assist in the delivery of a new Call Centre in Switzerland for a new Internet based bank called "YOU Bank" When joining the project was already 8 months overdue, and within a short time we were able to turn things around to have a fully working solution incorporating - Definity PBX/ACD Cisco ICM, Siebel CRM, Periphonics IVR and NICE.

I joined Virgin just after startup and was integral in setting up the Telecoms Operational Support team. I managed the team which were responsible for all telephony solutions across the corporate office and the Contact Centre which included the key CC technologies such as Reporting, WFM, CTI, etc etc. I carried out Vendor Management and worked on Projects.

As a Business Application Consultant, I would cover new ACD installations from, training the customers in the administration and config of the ACD. I would meet with the customer to define their requirements of the call routing design as well as deal with the technical teams to confirm actual E1 requirements. From this information I would Design, agree and.