Focus on convergence: Case Study - ICM

Company profile:
Company: ICM Computer
Established: 1986
Location: 21 sites across the UK
Turnover: £77.6 million
Staff: 800

“We look for partners that help us to be competitive and to grow our market share. We count BT and Nortel as two of the best at this.” -Steve Benns, ICM Computer Group.

ICM Computer Group provides city-based financial services companies with round-the-clock business continuity services throughout the UK.

Business continuity has been a focal point for global business since the tragic events of 9/11. After the attacks on London in July 2005, the need for UK businesses to have watertight recovery strategies became even more critical. The business community at large needed to consider the possibility of co-ordinated attacks that would affect a wide area and impact transport links. ‘There is a growing market for additional facilities outside the City of London but within commuting distance,’ explains Steve Benns, group technical director, ICM Computer Group.

Flexible fallback

ICM wanted to meet this growing need by opening its twelfth UK business continuity centre in Romford, Essex. Flexibility was essential to allow quick reconfiguration in the event of a disaster recovery situation.

‘We considered proposals from several vendors or even implementing the solution ourselves,’ says Benns. ‘But the combination of Nortel technology, with 99.999% reliability, backed by BT service and support made the sourcing decision straightforward.’

Ready for today, prepared for tomorrow

A collaborative approach was proposed and a full-day workshop was held, at which BT and Nortel specialists worked with the ICM team to map the company’s existing network and debate evolutionary options.

An IP-based converged solution was proposed that would meet ICM’s current and future needs. Being IP-based meant ICM could create virtual disaster recovery facilities across multiple sites. The solution included a server platform with Nortel Contact Centre and CallPilot – a unified messaging service that can combine voicemail, email and fax into one mailbox – running over a high-performance LAN infrastructure. BT ATM services enable high-speed connectivity over a wide area, while BT ISDN30 services provide dial connectivity. BT’s CustomCare maintenance package provides constant support and includes cover for attendance hours, response times and fix times, ensuring ICM’s new site is running smoothly at all times. BT’s installation work started in April 2006 and integration was completed in time for the building’s mid-May opening.

The new site in Romford is only 20 minutes from Liverpool Street station in London and meets ICM’s specific requirements. The flagship centre has 1,700 workstations, including dealing positions, call centre functionality and call-recording capability. The choice of IP telephony here also enables evolution to an enterprise-wide use of the technology at a later date.

‘We look for partners that help us to be competitive and to grow our market share. We count BT and Nortel as two of the best at this. They really understood our business and provided a competitive solution, at an affordable price, in a very short timescale,’ adds Benns. ‘We have a one-stop-shop for network connectivity and infrastructure through BT and the customised support contract completes the package.’

The Tech Spec

The core of the solution implemented by BT is based on the Nortel Communication Server 1000 platform with Nortel Contact Centre and CallPilot unified messaging capability. Voice services run over a high-performance LAN infrastructure comprising the Nortel Ethernet Routing Switch 8600 in the core and Nortel Ethernet Routing Switch 5520 at the edge. A 155Mbps, BT ATM connection provides WAN connectivity, while more than 700 BT ISDN30 channels handle dial services.

For a futureproof converged network CALL 0800 783 8813

What is IP Converge?

Internet Protocol (IP) convergence is a combination of voice and data applications over a single IP-based network (see the Directory, page 28, for more on IP Converge). BT’s IP Converge is a complete, managed network proposition that offers cost savings and greater flexibility.
What are the benefits?

1 Connects staff - A converged LAN supporting IP handsets and Wi-Fi gives workers the freedom to roam

2 Links remote sites - Branch offices, international sites and homeworkers can be connected securely over a single, flexible LAN

3 Run new applications……like file sharing to improve customer service and staff productivity

4 Work flexibly - Remote workers can hot desk with IP phones and laptops on the main site

5 Work strategically - A managed network means more time to focus on strategic projects

CONVERGE NOW... AND PAY LATER

By taking advantage of a converged network from BT, your business could achieve improved efficiency and enjoy cost benefits. That’s because as part of your converged network you can have an IP Telephony or LAN solution now, yet pay no capital or set up charges for a year. And after that, it’s interest free*.

To find out how to take advantage of BT’s IP converge offer CALL 0800 783 8813

Terms and conditions 1 Offer ends 31 December 2006 and covers Cisco equipment and BT one-off charges for installation and project management. Offer available to first 3,000 customers only. Offer based on 0% finance offer with the first year’s payment deferred, then repayment is made in years two and three interest free. Contract with Cisco Capital Lease. Duration of the Cisco Capital Lease is three years. The maximum Lease value is £80,000 of which a minimum of 70% is valid for IP Telephony and LAN Cisco equipment only. Conditions apply.

Why BT?

BT has a whole range of packages to help organisations keep their businesses safe, secure and working, including the recently launched BT Business IT Manager

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* Terms and conditions apply