Russian Outsourced Call Centre Improves Service With Latest IP Technology

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Executive Summary

Wilstream wanted to improve contact centre capability in order to offer a higher level of service to clients. Wilstream deployed a new 200-agent contact centre at Wilstream's new offices in Moscow, in addition to the company's existing 200-agent contact centre, also in Moscow. A Nortel Communication Server 1000 with CallPilot was installed, plus the Nortel Contact Center portfolio with multimedia functionality and Nortel IP Phone 1150s for all agents. To provide IVR capability for customers, a Nortel Media Processing Server 1000 was implemented.

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