Digital Workplace Services
Dynamic, Innovative and Digital Solutions created for today’s Modern Workplace
NTT DATA delivered an integrated device lifecycle management solution providing consistent process and technology deployment.
Deployed 15k+ devices worldwide with one global hardware configuration and image in nine months.
Reduce deployment time by using devices with factory-based asset tagging, custom BIOS and basic imaging.
Remote Resolution Team managed refresh scheduling, SW asset verification, ensured end-user backups complete, then provided post go-live support.
Reduced costs NTT DATA owned hardware converted millions of dollars of CapEx to OpEx through adoption of an as-a-service model. Asset utilization was increased and licensing costs reduced through proactive and accurate asset management
Improved user experience and productivity Employee satisfaction scores raised to over 90% (from 70%) in 6 months. Productivity was enabled from day one Enabled day one for new hires by ensuring new device availability.
Microsoft Teams Users were already changed and ready for the project implementation. Within ten days, voice was fully integrated and HR was enabled with remote accessibility options so that all employees-maintained productivity.
Integrated Contact Center Remote learning was achieved by moving all student interactions to remote working through a hosted contact center. This implementation also allowed for the application process to be managed in a new way. Additionally, a call center of 100 agents was put in place to continuously support students whilst learning remotely.
Now, 13,000 staff and over 40,000 students are now using Microsoft Teams for all their productivity needs.
Our Change Management and training plan includes on-demand videos, all accessible via teams and hosted on SharePoint.
To communicate to large audiences, UCL is now taking advantage of the Teams capabilities by including live events as part of the roll-out.
Teams meeting rooms solutions have been rolled out in more than 200 locations.
We were engaged to introduce automation in the work done by the user provisioning team to handle agent related requests.
Requests were analyzed, and multiple high impact use cases for automation were identified.
The RPA bot was developed using NTT DATA Automated Full-Time Equivalent (AFTE), for automating the ‘Add agent emails to Outlook’ use case.
The AFTE command center was set up to monitor the performance of bot in Real-time.
The requests are now serviced 24*7 using the bot whereas the user provisioning team earlier serviced the requests 20*5.
Day one productivity of agents
Improved productivity of IT support team saving 60 hours per month of human efforts and the bot handled 700 tickets/month with 99.83% resolution accuracy. In-depth analytics and fully auditable records are now available.
High impact automation use cases are now in the in pipeline for agent termination and agent transfers.
Moving on from the ‘remote everything’ solutions put in place during the pandemic, the client needed a durable, hybrid model of work. Also, after the announcement by Microsoft to sunset Skype for Business, they were looking to upgrade and migrate to Teams.
They also needed a sustainable communication solution for both internal and external encounters and - with their markets being global - the issue of smooth and coherent forms of communication had become a true necessity.
Connecting multiple end points required an effective and robust infrastructure with third party assistance.
Our team provided up-front consulting to help the client understand the architecture going from an on-premise managed service to a cloud service.
Our full suite of end-user enablement helped make the most out of their Teams migration. We also assisted with their calling plans, providing low-latency, high-visibility services for calling.
Finally, we oversaw the seamless integration of the applications the client relied on every day, including chat-based communication, Microsoft 365, video meetings, file sharing, collaborative editing and team-based planning that automatically syncs to OneDrive or SharePoint. This will ensure the latest version is always available and accessible.
Our cloud communication and solutions consulting team had already formed a relationship with client, so when they heard they were facing a Teams migration challenge, our team engaged them to help develop a solution.
This was a true collaborative effort and one of the most important things we did throughout the deal process was to learn about the client and their business communication processes.
Elevates end-user experience Increases first-call resolution to over 75% Achieves a 67% faster response time to critical incidents Delivers 24x7 IT support Maintains 3.8 out of 4 end-user satisfaction score Expanded knowledge base streamlines operations
Transformed infrastructure enables smooth pivot to Work From Home program
Shows a 24% improvement in first-call resolution during transition to Work From Home
Jensen Hughes consists of 1,500 employees at 80 sites around the world including North America, Asia Pacific and the Middle East. They wanted a single, easily to manage, cloud-based voice and collaboration solution to replace its aging telephony infrastructure.
Key challenges Multiple suppliers – A mixed bag of telephony systems dependent on costly MPLS and low bandwidth network infrastructure
Cloud strategy – Legacy premise-based exchanges (PBX) were being used in several international locations
Productivity – Their distributed workforce needed one tool for collaboration and communication
As a single provider, NTT expertise in change management, project management and telco system deployment delivered a three-stage migration to Microsoft Teams with Cloud Voice to ensure business continuity.
With the Microsoft Teams solution, NTT DATA provided the following: Adoption and Change – Ensuring users were ready was as important as the technology deployment
Fully integrated voice – The client has complete PSTN telephony integration within their environment
NTT DATA delivered Microsoft Teams to all global employees. This included direct dial and Teams on mobile devices, which resulted in a 50% reduction in costs.
Our Change Management services were critical to the roll-out of the chosen solution and ensured user benefits were clear.
A multinational food ingredients manufacturer with over 12,000 employees and a presence in more than 120 countries was facing challenges efficiently managing the service desk with disintegrated units of multiple channels. These issues lead to negative employee experiences, reduced productivity and lowered overall resolution times.
It cascaded to the need of optimizing service desk operations with a more efficient agent working system.
Based on the client’s business requirements, NTT DATA defined operations level agreements with a robust KPI governance model, as well as implementing agent workspace and devised modules on ServiceNow which redefine service desk operations on a single platform.
Utilizing the power of Nucleus, we implemented an integrated self-service solution to reduce service agents’ efforts for less critical issues. In addition, we developed and delivered a cohesive and comprehensive OCM strategy and plan to prepare the global workforce for the new IT service management business model and process enhancements.
Within two months Reduced aging service tickets from a daily avg of 30 to zero
12,000+ employees and contractors were fully prepared for the transition of IT Services to a self-service model.
Within a month Improved agent productivity with the implementation of Agent Workspace, reducing average handling time by 5.34%
Within a year Increased self-service adoption by ~60%
Extended support in 8 international languages
The Belgian National Union of Independent Health Insurance Funds encompasses four apolitical and dynamic health insurance funds and includes more than two million members. It is the third largest insurance body in Belgium.
Over the past four years, the organizational transformation of health insurance funds has accelerated significantly. The Independent Health Insurance Funds want to ensure that the high quality of their services is always maintained.
NTT DATA managed full responsibility over UC platform uptime and R&D. We we provide support for the existing contact center software systems which is utilized by almost 5,000 operators.
Additionally, NTT DATA provides 24/7 monitoring of the various applications and platforms, a second-line service desk that is continually available, a ticketing system, a faster kick-off time and a dedicated service delivery manager.
Monitoring 24/7 guarantees the highest uptime and 99.95% operational availability. Additionally, problems are resolved faster with the support of second-line service desk.
NTT DATA also fine-tuned processes to further reduce ticket cycle time.
R&D for innovation has also been implemented, including third parties where necessary and faster kick-off time contributes to the seamless roll-out of new projects.