Our client is the second largest Building Society in the UK with over 1.5 million members. With around 2500 staff and 70 branches around the country, they struggled with a variety of disparate and antiquated communication systems. 1UC were engaged to help staff improve how they work with customers, across the head office, call centre and branches, through the adoption and education of Cisco Unified Communications using a variety of training methods and deliverables.

Customer Statistics



89 sites across the UK
with main HQ in
Central England


  • Disparate and decentralized systems. Multiple vendor systems in branches, head office & contact centre.

  • Them and us culture.

  • Legacy technology and escalating IT costs– not able to renew maintenance contracts without expensive upgrades.


  • Cisco Unified Communications

  • Cisco Unified Contact Centre Enterprise IP Phones

  • Cisco Finesse Agent and Supervisor softphone

  • Jabber

Training Approach

  • Customer Profiling

  • Training Consultancy to discuss scheduling over a 1 year period

  • Through the use of customer profiling and ongoing training discussions within the training consultancy service, a fluid training plan was created

  • Blended training approach to reach all staff

  • Head office received end user training

  • PA’s received extra attention and additional hand holding & support on go live

  • Contact centre received end user training as well as how to videos on Finesse Agent Software

  • Supervisors received in depth reporting training as well as how to videos on finesse agent and supervisor software

  • Branch managers received train the trainer training

  • Branch staff received training from their branch manager as well as how to videos on Cisco IP handsets


Simple integrated full service business communication solution. This provided a ‘one company’ culture as staff felt more confident to communicate with colleagues in
other parts of the business.

Provided secure mobility for employees using any device. Allowed staff to leave their desks and visit their customers while still maintaining availability while on the road.

Improved customer service experience with faster response times.