Tom Eggemeier

• $145M multi-phased program to migrate 8000+ locations from a distributed Nortel Key phone system and localized WinTIB IVR/ACD's to centralized telephony infrastructure.
• Establish geographically diverse Cisco phone system infrastructure spanning all WAG data centers. Cisco components include Call Manager, ICM, CUPS, CVP, UCCE and IEQ.
• Establish carrier-grade Genesys Voice Portal (GVP) IVR platform. Components include 14K HA IVR ports, 500 Red Hat & Win3K physical & virtual… Show more

• $145M multi-phased program to migrate 8000+ locations from a distributed Nortel Key phone system and localized WinTIB IVR/ACD's to centralized telephony infrastructure.
• Establish geographically diverse Cisco phone system infrastructure spanning all WAG data centers. Cisco components include Call Manager, ICM, CUPS, CVP, UCCE and IEQ.
• Establish carrier-grade Genesys Voice Portal (GVP) IVR platform. Components include 14K HA IVR ports, 500 Red Hat & Win3K physical & virtual servers, Nuance: speech recognizer, TTS, & NAR, Genesys: Info Mart, Interactive Insights, Outbound and Interaction Workspace.
• Migrate all locations from satellite and frame relay networks to MPLS.
• Port 16000+ phone numbers across the US, Puerto Rico and Washington DC to a multi-carrier SIP centralized environment managed by Acme Session Boarder Controllers.
• Implement directed-dialog IVR application across the retail environment and migrate legacy IVR applications such as 800WALGREENS to the new platform.
• Integrate Cisco, Genesys and Avaya systems to operate as one unified platform.
• Scale existing centralized Walgreens Fax platform to support chain volumes, virtualize the environment using VMWare and geographically distribute infrastructure.
• Establish 5 independent environments (Production, Pre-Production, Proof of Concept, QA, and Development). Show less

NG2.0 - Telephony Centralization is the first phase of a complete end-to-end enterprise telephony infrastructure refresh for Walgreen Co. (WagTel). Project objective is to replace legacy distributed Nortel Key Systems, WinTIB/ScoTIB IVR platforms, and frame relay networks in order to significantly reduce operating cost, grow revenues through automation and improve customer experience. When complete, WagTel will be the 24 largest phone company by volume and the largest private phone company in… Show more

NG2.0 - Telephony Centralization is the first phase of a complete end-to-end enterprise telephony infrastructure refresh for Walgreen Co. (WagTel). Project objective is to replace legacy distributed Nortel Key Systems, WinTIB/ScoTIB IVR platforms, and frame relay networks in order to significantly reduce operating cost, grow revenues through automation and improve customer experience. When complete, WagTel will be the 24 largest phone company by volume and the largest private phone company in the world.

Project Highlights
► Establish ROI & TCO for $145M program and secure funding from C-Level/Board of Director led Resource Allocation Committee (RAC)
► Construct two geographic dispersed central office switches and establish high-availability sub-millisecond latency fiber connectivity between sites (SONNET, Gig Ethernet, etc.)
► Build 5 independent environments: Development, Testing, Proof of Concept (PoC), Pre-Production and Production
► Construct the 1000 production physical/virtual server environment from ground up that leverages best of breed technologies including Ab Initio, Acme, Avaya, Cisco, Genesys, Nuance and Oracle.
► Deploy MPLS Network connectivity to 8000+ retail locations, corporate offices and contact centers spanning most cities across America, Puerto Rico, Canada and District of Columbia
► Install 48,000+ wireless access points in all locations that support geo-fencing and location resolution within 5 inches
► Establish central VoIP infrastructure ready for converting/porting phone numbers across North America from TDM/POTS to SIP
► Configure 20,000 HA Genesys Ports, 10,000 HA Nuance OSR9 Speech Recognition ports, 5,000 HA Nuance Text-to-Speech ports, 30,000 HA Cisco Ports (Call Manager, CUSP, CVP & ICM)
► Ready infrastructure for processing 1.4-billion calls per year and global expansion
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