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Pro BTP: Lower Costs and Increased Sales With a Comprehensive Call Center Solution

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Executive Summary

PRO BTP, the primary professional retirement institution in France for builders and public works employees, has seen member call traffic increase from year to year and is expected to continue to grow. 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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