Belgium 23-9-25 Squad Only Virtual english
Security teams are overwhelmed. Too many tools. Too many alerts. Too few people. And now, increasing pressure from the board to protect everything, everywhere, all the time. Expect honest reflection, shared strategies, and a conversation that cuts through compliance noise and focuses on what to do when your team is stretched and your risk is rising.
Read MoreBelgium 23-9-25 Invitation Only Physical english
In today's rapidly evolving digital landscape, the financial services industry in Belgium faces a critical juncture regarding its cloud adoption strategy. While the allure of cloud computing – with its promise of scalability, agility, and innovation – is undeniable, the unique regulatory demands and paramount need for data sovereignty present significant challenges. This CIONET roundtable, aims to bring together Digital Leaders from the Belgian financial sector to discuss how to navigate these complexities. We will explore how financial institutions can leverage cloud technologies while ensuring complete control over their data, maintaining compliance with stringent European regulations like GDPR and DORA, and mitigating geopolitical risks.
Read MoreBelgium 24-9-25 Invitation Only Physical english
As smart devices proliferate across operational environments — from sensors on factory lines and GPS trackers in logistics fleets to wearables in healthcare and connected systems in smart cities — the integration of Managed IoT (MiOT) is accelerating. But with it comes a surge in cybersecurity risks. No longer isolated or air-gapped, OT systems are becoming fully networked, remotely accessible, and deeply entwined with IT. This creates a vulnerable, highly complex digital mesh, one where a single compromised device can trigger physical, financial, and reputational consequences.
Read MoreSeptember 23, 2025 Squad Session Squad Only Virtual english
Security teams are overwhelmed. Too many tools. Too many alerts. Too few people. And now, increasing pressure from the board to protect everything, everywhere, all the time. Expect honest reflection, shared strategies, and a conversation that cuts through compliance noise and focuses on what to do when your team is stretched and your risk is rising.
Read MoreSeptember 30, 2025 Squad Session Squad Only Virtual english
Everyone has technical debt. The question is what to do with it. Refactor now? Wait for the next feature? Build on it and hope it holds? If you’re tired of debating whether to clean up or move on, this session helps you frame the debt conversation in a way that supports both speed and stability.
Read MoreOctober 2, 2025 Squad Session Squad Only Virtual english
Architecture doesn’t happen in diagrams. It happens in minds, seasoned, curious, sharp minds that understand how the pieces fit. But who’s shaping these minds? Who’s growing the next generation of digital architects? If you’re responsible for complex systems, and for the people designing them, this session is for you.
Read MoreHelping FCA Automotive Services bring its contact centre in-house
A simple, affordable solution for a global finance powerhouse
Overview
When FCA Automotive Services UK needed to set up an all-new financial services operation, Moiz Sheikh had the challenge of setting up a contact centre from scratch. But partnering with us and using Cloud Contact made the process a breeze.
Cloud Contact doesn’t need onsite hardware or software. This makes it fast and straightforward to set up – and, because it’s pay-as-you-go, it requires no capital expenditure either. Moiz can increase or decrease the service instantly, so he gets the exact contact centre his new business needs.
The challenge
FCA Automotive Services UK offers a huge range of finance options for vehicles from Fiat Group Automobiles, as well as other household names like Jaguar Land Rover. It focuses on three areas: contract hire for personal and business customers, dealer financing to provide working capital for vehicle stock, and customer financing for personal contract purchase or regular hire purchase.
Until recently, FCA Automotive Services outsourced its customer financing operation to a large financial services company. But as the financial climate changed, it decided to bring the operation in-house. Moiz Sheikh, IT Services Manager at FCA Automotive Services UK, explains: “Insourcing our customer financing operation meant building a new business from scratch, finding accommodation, and recruiting around 80 people.”
FCA Automotive Services chose serviced offices to house the new team, which meant it needed a contact centre. The centre had to be robust enough to deal with the company’s existing 120,000 customers, and be scalable for potential business growth. With Fiat Group’s worldwide contract already sitting with us, it made sense for FCA Automotive Services to work with us, too.
Moiz Sheikh continues: “Initially we thought we’d build and run our own physical contact centre and I looked at various solutions including those in use by Volkswagen and Citroen. But ultimately we chose BT Cloud Contact. As a hosted service it enabled more rapid deployment and helped conserve our capital.”
BT gave us the guidance we needed to get our business up and running quickly. BT Cloud Contact was the most cost effective solution.”
Moiz SheikhIT Services Manager, FCA Automotive Services UK
The solution
Available worldwide, Cloud Contact is a web-based contact centre that can support over 1,000 agents. It has full multimedia capability, so incoming voice calls can mix with email, web chat, co-browsing, and call-back requests in one seamless queue.
There are no hardware constraints and it doesn’t need physical infrastructure or software on site. With Cloud Contact, agents can literally be anywhere – a company site, at home, or on the move. The only equipment agents need is a PC with a headset or laptop with an internet connection.
Cloud Contact has a range of advanced features, like interactive voice response for customer self-service. Enhanced call steering and skills-based routing direct customers to the best qualified agent, wherever they are. It can also integrate with other back office systems via an open API (application programming interface).
FCA Automotive Services has paired the capability of Cloud Contact with a range of Inbound Contact freefone and non-geographic numbers for different customer segments. We also supplied One Voice Featureline fixed line centrex voice services for contact centre agents at the new office. As well as IP Connect wide area network connectivity for corporate network and internet access under our global agreement with Fiat Group.
We delivered an initial 30-agent package on schedule. And we gave new users and administrators on-site training. “BT Cloud Contact is proving to be perfect for us,” confirms Moiz Sheikh, “as it’s hosted we didn’t need to do anything internally. It was very fast to set up and the flexible commercial terms give us the business agility we require. You can move it anywhere and add or even reduce the number of agents connected – and you only pay for what you need.”
The result
Thanks to Cloud Contact, FCA Automotive Services have been able to quickly bring its customer financing operation in house, using an agile multimedia contact centre to provide customer service excellence. And they did it all without spending a lot of money or taking on a big business risk.
Cloud Contact’s multimedia capabilities will continue to support the business as it grows and evolves. Plus, the transportable nature of the contact centre platform has also allowed FCA Automotive Services to become more resilient and plan for the future – safe in the knowledge that their agents can work from anywhere.
“BT Cloud Contact has met our expectations in every way,” sums up Moiz Sheikh. “It’s been straightforward to deploy, it’s easy to use, it’s proving to be simple to administer, and it gives us the information we need to manage our business.”
FCA Automotive Services has already extended the contact centre to around 60 agents – incorporating its dealer financing and contract hire businesses, as well as supporting two other Fiat Group operations. We’re now discussing using Cloud Contact for FCA Automotive Services in Italy.
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Digital Transformation is redefining the future of health care and health delivery. All stakeholders are convinced that these innovations will create value for patients, healthcare practitioners, hospitals, and governments along the patient pathway. The benefits are starting from prevention and awareness to diagnosis, treatment, short- and long-term follow-up, and ultimately survival. But how do you make sure that your working towards an architecturally sound, secure and interoperable health IT ecosystem for your hospital and avoid implementing a hodgepodge of spot solutions? How does your IT department work together with the other stakeholders, such as the doctors and other healthcare practitioners, Life Sciences companies, Tech companies, regulators and your internal governance and administrative bodies?
Read MoreThe Telenet Business Leadership Circle powered by CIONET, offers a platform where IT executives and thought leaders can meet to inspire each other and share best practices. We want to be a facilitator who helps you optimise the performance of your IT function and your business by embracing the endless opportunities that digital change brings.
Read MoreDécouvrez la dynamique du leadership numérique aux Rencontres de CIONET, le programme francophone exclusif de CIONET pour les leaders numériques en Belgique, rendu possible grâce au soutien et à l'engagement de nos partenaires de programme : Deloitte, Denodo et Red Hat. Rejoignez trois événements inspirants par an à Liège, Namur et en Brabant Wallon, où des CIOs et des experts numériques francophones de premier plan partagent leurs perspectives et expériences sur des thèmes d'affaires et de IT actuels. Laissez-vous inspirer et apprenez des meilleurs du secteur lors de sessions captivantes conçues spécialement pour soutenir et enrichir votre rôle en tant que CIO pair. Ne manquez pas cette opportunité de faire partie d'un réseau exceptionnel d'innovateurs numériques !
Read MoreCIONET is committed to highlighting and celebrating female role models in IT, Tech & Digital, creating a leadership programme that empowers and elevates women within the tech industry. This initiative is dedicated to showcasing the achievements and successes of leading women, fostering an environment where female role models are recognised, and their contributions can ignite progress and inspire the next generation of women in IT. Our mission is to shine the spotlight a little brighter on female role models in IT, Tech & Digital, and to empower each other through this inner network community.
Read MoreWould you like to know more about CIONET Belgium, membership or partnership opportunities? Do you have feedback or any other question? Send us a message!
You can either send us a registered handwritten letter explaining why you'd like to become a member or you can simply talk to us right here!