1. Company Logo, etc Place right here Risks and Issues
Next generation CC Technology Update Project
Owner
Jim Ditmore
Date
July 2011
RAG Status G
Mission
XYZ to work with ABC Production/COO to produce a Reference Architecture and a roadmap for target state or POA for Call Centre tech.  The deliverable should cover: Infrastructure, Applications,
Key Deliverables
Progress
1. Produce an architectural picture of our combined current telephony estate. 30/06/11
2. Produce an architectural picture of our target telephony estate. 30/06/11
3. Provide the target CTI environment which will join our estate together. 15/7/11
4. Provide a timeline where product roadmaps support our estate converging onto the target architecture. 15/7/11
5. Engage appropriate people across ASG, GCCT, and the combined Tech
Office communities to define significant application interception points where creating a
single enterprise means adopting / sharing common components e.g. workflow. Rules
engine, customer contact history.  15/7/11
6. Provide a roadmap of activity which delivers against the above.  15/7/11
7. Engage Gartner to benchmark our current estate against industry best practice and peers. 15/7/11
8. Review our target architecture against industry best practice and peers. 15/08
9. Enhance the forums to include all other Technology offices. 07/07
1. CI has produced the first draft of CC Reference Architecture for review within ASG. This will be published widely by 16th July 2011
2. CI/JW/SP continue to work through the requirements
3. Final Scope ……
4. ABC visited Sunderland CC to conduct a user operational review
5. JKL presented the CC roadmap /Funding requirements to Retail Technology
Next Actions
1. SP/TO to present the CC roadmap to Direct Channel business 5/7/11
2. MT/CI to agree approach/governance/engagement with Gartner. Set up daily/weekly meetings.
3. CI to circulate SharePoint site for shared collateral to be “dumped” in
4. MT send IS the scope of the participants requirements for the CC Technology forum meeting
5. IS to approach ABSA/WE and Barclays Africa STO’s to
6. CI to receive final feedback re his Reference Architecture document
Enlarge strategy include current state
Risks and Issues
1. WE CC strategy of outsourcing and subsequent decision not to proceed. How do we engage to ensure they work with the central teams
2. Avaya’s inability to work with Barclays to establish a credible product roadmap