BT has signed a $5 million contract with Nortel to upgrade its contact centre infrastructure, that currently serves more than 500 business units across 124 sites in the UK.
BT has announced it will apply Nortels Internet Protocol Telephony and contact Centre Solutions to streamline interaction across its operating businesses, helping almost 10,000 agents to meet the objectives of its highly publicised Customer Promise initiative, ensuring calls are answered quickly and are efficiently directed to the appropriate part of the business to achieve higher levels of customer satisfaction. In addition, the upgraded infrastructure will make it possible for BT to reduce operational costs and boost efficiency by making it much easier to operate agents across multiple sites, thereby allowing dispersed teams to seamlessly work together as if in a single contact centre location.
It is imperative that BT’s internal network continues to be developed to meet new business challenges as we constantly strive to deliver an excellent customer experience. This latest investment in Nortel industry-leading IP technology underlines our commitment and determination to build an infrastructure that will help facilitate that, said Neil Hemming, general manager for Channel & Market Development in Convergent Solutions, BT Global Services .
As experts in the convergence space, we advise our business customers on a daily basis about the benefits which can be realised through deploying IP telephony applications within a converged network, and so it’s satisfying to be able to demonstrate that we are practicing what we preach to realise the benefits for ourselves. This deployment will swell the number of BT people in the UK using Nortel-based IP telephony applications to nearly 10,000, Hemming said.
On the release note BT explains that the consolidated, converged infrastructure based on Nortels VoIP call server portfolio will replace BTs existing distributed infrastructure based on a Nortel Meridian 1 PBX telephony system and Meridian MAX call routing technology. The upgrade is consistent with Nortels evergreen technology strategy, which allows customers to evolve their existing telephone systems, phasing in VoIP as needed to provide a rapid return on investment.
BT will also deploy Nortel Communication Server 1000 to five core sites across the UK, providing integrated IP telephony services with an extensive desktop portfolio to meet end-user requirements for its internal contact centre operations. The deployment will include Symposium Call Center Server, which is designed on an industry-standard platform to enable real-time data and host data exchange; advanced call handling with the capability of multimedia transaction handling; and Web-enabled functionality. In addition, almost 10,000 Nortel 2004 IP phones will be deployed to BTs internal contact centre agents.
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