Lan Communications, the network services specialist, has completed a €330,000 contract to supply Ulster Bank’s capital markets division with a full voice solution. The deal, which followed the division’s recent move to Georges Quay in Dublin’s IFSC, included upgrading the bank’s trading dealer board, call recording and technical support for the division’s 40 dealers.
Bank spokesman Eduard van Dreumel commented: “The time-sensitive nature of capital markets demands robust and resilient voice technology.”
Due to the critical nature of voice technology, Ulster Bank decided not to move the existing dealer board but, rather, to install a new one at HQ. Alan Bothwell, senior account manager at Lan Communications, explained: “We built ahead to avoid any downtime or disruption to Ulster Bank’s business. We installed a second Meridian Option 11 voice system on loan for them and ran two parallel systems at one stage to keep the business running. This approach had the added benefit of allowing us to test everything fully before going live.”
Ulster Bank’s existing voice system, based on Nortel’s Meridian platform, was upgraded to Nortel Communication Server 1000 running the latest software release. By IP-enabling its voice infrastructure, Ulster Bank can choose optional contact centre capabilities such as unified messaging, interactive voice response and web integration if the bank later decides to migrate to a full IP-based solution.
The dealer board system is based on the BT Syntegra p51 platform. Capable of supporting up to 192 users and 1,000 lines, it provides the bank with wide scope for future expansion. The platform can be configured to provide flexible connections to the voice recording system, an element which, according to Van Dreumel, is critical for capital markets. “We record every single transaction and often have to retrieve calls to check rate agreements, for example.”
Van Dreumel added: “We have a long standing relationship with Lan Communications, having worked with them on a previous technology upgrade over four years ago. Having one point of contact to manage the deployment of hardware and reconfiguration of circuits with service provider Eircom made the whole process seamless for us. It was also refreshing to work with many of the same technical staff from the previous project which gave us a great sense of continuity and commitment,” he added.
Lan Communications, founded in 1993, has a client base of over 1,250 customers, including government and enterprise clients.
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