Unified Comms

Partnership Approach Leads Top Contact Centre Into New Era of Dependability

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Executive Summary

In the financial services sector, Newcastle Building Society's customer contact strategy is a byword for excellence. As well as achieving impressive levels of call handing and customer satisfaction amongst its own savers, the UK's 10th largest mutual has also become established as a provider of 'white label' services to others in the sector - managing customer interactions efficiently and effectively. The technology supporting this success has - for some years - been a Nortel Contact Center, installed by BT. The were looking for a partner to help in delivering a 'Virtualisation' programme. The new contact centre is built around the Nortel Communication Server 1000, which supports all the building society's IP users from a single call server.

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