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Global Distributor Vastly Improves Customer Service With Virtual IP Call Centre and IVR Solution

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Executive Summary

TNT's challenge was to improve customer service via the use of intelligent technology, without increasing call centre agent numbers. Full upgrade of TNT's five call centres to form a 600-seat virtual IP call centre built upon two Nortel Communication Server 1000s at secure off-site locations. Includes Nortel Enterprise Media Gateway 1000Bs at each site, the Nortel Contact Center portfolio and IP Phone 2004s for agents. Followed by implementation of an IVR solution via the Nortel Media Processing Server 500 and the Nortel Communication Control Toolkit 5.0 for CTI integration.

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