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Pro BTP - Develops Comprehensive Call Center Solution With IBM and Red Hat

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Executive Summary

PRO BTP offers auto, home and life insurance, health services, leisure and social activities, and product savings for its three million members. PRO BTP needed to improve the quality of its call answering service to better serve its members. It also wanted to find a solution that would reduce its communication costs. PRO BTP engaged IBM Global Business Services and IBM Global Technology Services to provide a comprehensive call center solution, unifying call answering among the company's three call centers. The IBM team evaluated all the alternatives then selected an Avaya Internet Protocol (IP) infrastructure using Text over IP (ToIP) and Voice over IP (VoIP).

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