CASE STUDY
A leading financial services and insurance group employing over 1,000 people across seven sites in the UK and overseas supports multi-million-pound organisations with investment management, broking, insurance, and advisory services. Known for exceptional service levels and award-winning expertise, the organisation relies heavily on secure, resilient, and high-performing IT systems to deliver for its clients.
As the business continued to grow, the board recognised that its existing office space and infrastructure could no longer support expanding workforce and IT demands. A planned move to a larger head office created the perfect opportunity to rethink, modernise, and redesign the organisation’s technology environment for the future.
As the business continued to grow, the board recognised that its existing office space and infrastructure could no longer support expanding workforce and IT demands. A planned move to a larger head office created the perfect opportunity to rethink, modernise, and redesign the organisation’s technology environment for the future.
Challenge
The organisation needed an infrastructure capable of supporting a rapidly growing workforce and increasing IT requirements. The move to a new head office was not just about more space, but about ensuring systems could scale, perform reliably, and support long-term business growth.
The existing datacentre required a full refresh to meet modern security, resilience, and performance standards. This included off-site co-location, a replicated and resilient on-site back-up, and the ability to withstand service outages without impacting business operations.
With over 260 contact centre agents and a wider workforce increasingly operating remotely, the organisation needed seamless LAN, Wireless LAN, IP Telephony, and contact centre functionality. Staff needed to work just as effectively from home as they did in the office, without compromising service quality or customer experience.
Solution
VCG worked closely with the client through detailed consultations to fully understand business requirements, service expectations, and future growth plans. This ensured the solution was tailored precisely to operational and technical needs.
A comprehensive project plan was developed, incorporating robust testing and a carefully staged rollout aligned with the office relocation. This approach minimised disruption and ensured a smooth transition to the new premises.
An integrated Cisco solution spanning Compute, Networking, and Unified Communications was designed and deployed. Operational workloads now run on a dedicated primary datacentre, co-located locally, with a fully replicated back-up system at the head office. The infrastructure was rigorously tested, including simulated loss of service scenarios, to validate resilience and failover capabilities.
Customer service was placed at the heart of the solution. Call handling and management for the entire group is delivered through Cisco Unified Communications Manager, enhanced by Enghouse contact centre functionality, Red Box voice recording, and Tiger reporting. The solution also leverages software-defined Cisco infrastructure to support agile and flexible working practices.
“Everything is secure by design now. Security is everybody’s responsibility”
The solution delivers built-in resilience through primary and secondary voice services operating in an active/active configuration across datacentres. This ensures uninterrupted service, even during outages, and provides confidence in business continuity.
Active/active voice services allow call handling capacity to scale during periods of peak demand. By utilising both platforms simultaneously, the organisation can maintain high service levels regardless of call volumes.
The solution delivers built-in resilience through primary and secondary voice services operating in an active/active configuration across datacentres. This ensures uninterrupted service, even during outages, and provides confidence in business continuity.
Active/active voice services allow call handling capacity to scale during periods of peak demand. By utilising both platforms simultaneously, the organisation can maintain high service levels regardless of call volumes.
Inbound calls are routed through Enterprise SIP trunks into both the datacentre and head office. This simplifies the overall infrastructure, reduces complexity, and lowers ongoing operating costs.
Employees, including contact centre agents, can now work as effectively remotely as they do in the office. Reliable Wi-Fi coverage, modern LAN infrastructure, and robust communications tools support productivity and collaboration across all locations.
Inbound calls are routed through Enterprise SIP trunks into both the datacentre and head office. This simplifies the overall infrastructure, reduces complexity, and lowers ongoing operating costs.
Employees, including contact centre agents, can now work as effectively remotely as they do in the office. Reliable Wi-Fi coverage, modern LAN infrastructure, and robust communications tools support productivity and collaboration across all locations.
By partnering with VCG and implementing a resilient, Cisco-based end-to-end solution, the organisation successfully transformed its IT and communications infrastructure. The result is a secure, scalable, and future-ready environment that supports growth, enhances customer service, and enables flexible working across the business.
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