Alcatel announced today that The Dixons Group, Europe’s largest specialist retailer of consumer electronics, has installed Alcatel IP technology to upgrade its communications solutions across UK. A 1,100 seat IP-enabled Alcatel Omni Contact Center Solution has been installed over 13 locations, to improve customer service.
For large companies, like The Dixons Group, streamlining communications and making their businesses more efficient is a key driver for the uptake of next generation IP networks, said Ian Margeson, managing director of Alcatel in Northern Europe. Furthermore, with the added cost savings that have been brought about by IP telephony we are seeing a real business case in the UK for the adoption of next generation networks.
As part of the Alcatel Omni Contact Center Solution, the Dixons Group has also introduced an interactive voice recognition (IVR) project to improve after sales service. Customers are able to receive delivery information on ordered goods simply by keying in a unique ID found on the receipt and listening to a recorded message.
We selected Alcatel equipment because it was clear that it offered the best return on investment in the shortest time frame, said Bob Carr from the Information Systems Division from The Dixons Group. After a review of our entire network it was deemed that a significant upgrade would save us a huge amount of money and improve not only internal communications, but, as part of our CRM strategy, the relationship and interaction with our customers. The versatility of using the Alcatel Omni Contact Center solution as one huge nationwide unit or as a separate regional centers means that we can respond instantly to increased customer enquiries in a particular area.
The Dixons Group has also chosen the Alcatel OmniPCX 4400, the integrated IP voice and data platform, to further drive down voice costs and streamline communications at its main UK offices. In addition, an Alcatel OmniPCX Office a single system internet, voice and data platform designed to help smaller sites benefit from network convergence has been deployed in almost of their store in the UK.
Through the installation of the Alcatel OmniPCX 4400 and Alcatel OmniPCX Office, IP communications have been introduced at select locations and will soon be rolled out enterprise-wide to offer improved functionality and reduced internal call costs throughout the nationwide organisation.
Cost savings are also being aimed with the addition of Alcatel DECT in-building wireless handsets. Previously, Dixons Group employees who were away from their desks were only contactable via GSM phones and therefore the company was subjected to high mobile call charges. With the addition of wireless technology, mobile charges can be all but eliminated on site.