Unified Comms

Leading BPO Drives Customer Satisfaction Using Advanced Customer Contact Solutions

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Executive Summary

HTMT Global Solutions is a global provider of call center and other Business Process Outsourcing (BPO) services. Because it provides such a fundamentally important service to its clients, HTMT often works alongside those clients to design and deploy innovative communications solutions. Such a need arose when one of HTMT's major clients, a US-based wholesale telecommunications provider, made the strategic decision to consolidate a number of its own contact centers. The client was already using Nortel Symposium Call Center Server, while HTMT was also using Nortel communication servers. HTMT called on Nortel to design and implement a solution for its customer. The two companies proposed to build a dedicated networked call center that would seamlessly link the customer service functions between US and India.

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