Articles by Tom
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How to Revive the Lost Art of Customer Loyalty for Millennials
How to Revive the Lost Art of Customer Loyalty for Millennials
By Tom Eggemeier
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What The French Taught Me About Customer Service
What The French Taught Me About Customer Service
By Tom Eggemeier
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5 Ways to Humanize Your Customer Experience
5 Ways to Humanize Your Customer Experience
By Tom Eggemeier
Activity
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Exciting announcement! Jennifer Morgan has been appointed Chief Executive Officer of UKG! “UKG stands apart as a category creator redefining…
Exciting announcement! Jennifer Morgan has been appointed Chief Executive Officer of UKG! “UKG stands apart as a category creator redefining…
Liked by Tom Eggemeier
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Zendesk is No. 1 — again! 🏆 G2 has ranked Zendesk as the leader in multiple categories in their Summer 2024 reports, including: 🥇 #1 for Most…
Zendesk is No. 1 — again! 🏆 G2 has ranked Zendesk as the leader in multiple categories in their Summer 2024 reports, including: 🥇 #1 for Most…
Liked by Tom Eggemeier
Publications
Projects
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Walgreens Next Generation 2.0 Telephony Platform
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• $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…• $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).Other creators -
Walgreens NextGen 2.0 – Telephony Centralization
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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…
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
Other creators
Honors & Awards
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10 Best Companies to Sell for in 2016
Sales Benchmark Index (SBI)
http://www.genesys.com/resources/SBI_Winter2016_Genesys_Tom_Eggemeier.pdf?es_p=1639323
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Sales Transformation Award for 2013
Sales Benchmark Index
http://www.prweb.com/releases/sales-marketing/awards/prweb10481830.htm
Languages
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English
Native or bilingual proficiency
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German
Elementary proficiency
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French
Elementary proficiency
Recommendations received
17 people have recommended Tom
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🚨 It’s podcast Wednesday! Tune in to our latest Great Women in Compliance #gwic episode as Lisa Fine interviews my friend and former colleague Jane…
🚨 It’s podcast Wednesday! Tune in to our latest Great Women in Compliance #gwic episode as Lisa Fine interviews my friend and former colleague Jane…
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As many of you know too well right now, the air travel industry is an unpredictable one, and things like technology outages can leave the entire…
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