IT Employment

Leading Communications Provider Transforms Contact Centre Service Through Fully Integrated Unified Communications

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Executive Summary

KCOM understands the importance of handling customer queries as efficiently as possible. Its IT service desk handles approximately 6,000 telephone calls a month from internal and external clients who request additional services, ask questions and log IT incidents. With this volume of calls, the team is always looking for ways to help agents resolve queries more quickly and, where possible, reduce costs. So when Nortel approached KCOM about its new Contact Center 7 technology, Workplace Services Manager Paul Marsden was very interested indeed. Integrating Contact Center 7 with KCOM's existing Microsoft Office Communication Server (OCS) would bring a range of unified communications tools to the contact centre in one, fully integrated interface.

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