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Paradigm

Paradigm - Unifi Communications

Paradigm

Background

Paradigm is the largest multi-national software company focused on the delivery of analytical and information management solutions for the discovery and extraction of subsurface natural resources. Paradigm has 700 employees spread across a global network of sales, consulting and user support offices in 25 countries. The European and African Regional Headquarters is located in Woking, Surrey.

To implement a company decision to introduce Cisco Unified Communications Manager (CUCM) as standard across the whole business, the EMEA IT team based in Woking engaged with Unifi Communications to manage the CUCM roll-out across all European and African offices that has included offices in the UK, France, Russia, Israel and Dubai. 

Solution

At the heart of the CUCM deployment, Unifi Communications deployed a Cisco Business Edition 6000 at their European Headquarters Datacentre in Woking. As the Cisco Business Edition 6000 is a virtualized server, it provides the platform for Cisco Communications Manager call processing software, Cisco Unity Connection voicemail, Cisco Presence and Cisco Contact Centre Express. All EMEA employees register to the Business Edition server in Woking across the corporate WAN.

Phase 1 of the EMEA roll out replaced an Avaya IP Office system in the Woking and Aberdeen offices. The Avaya system was limiting the business as it offered very little functionality for collaboration across the EMEA offices.

A Cisco 2900 Survivable Remote Site Telephony (SRST) router was deployed in the Aberdeen office. The 2900 router acts as a local voice gateway for the Aberdeen office so all incoming and outgoing calls are handled via the local ISDN 30 but employees are registered across the WAN to the Cisco Business Edition 6000 in Woking. If the Aberdeen office loses connectivity to the Cisco Business Edition 6000 e.g. in the event of WAN failure, the Cisco IP Phones of all employees in Aberdeen will automatically register with the Cisco 2900 Router so there is no loss of telephony service.

Certain key personnel in the Woking and Aberdeen offices have Cisco 9900 video phones to allow simple and convenient video calling between the two sites.

With the use of Cisco Presence and Cisco Jabber, all users have visibility of the status of their colleagues across the region with the added functionality of instant messaging (IM), high definition video, PC dialing, voice messaging, desktop sharing, and conferencing. There is also integration with the corporate Microsoft Exchange to provide full unified messaging.

Remote workers situated across the whole of the EMEA region have soft phone capability registered on the Woking system.

Additionally, Paradigm are utilising Cisco Contact Centre Express on one of the virtualization images on the Cisco Business Edition 6000 server to create a more interactive and collaborative relationships with customers. This has allowed Paradigm to now offer "follow the sun" support by adding the EMEA support staff to the global support team.