Global Financial Service Provider Enhances Service Through Multi-Site IP Contact Centre
Source: Nortel Networks
FEXCO needed a forward-looking IP contact centre to improve service delivery and operational efficiency. An upgrade of two sites with two fully-redundant Nortel Communication Server 1000s plus CallPilot for unified messaging. The Nortel Contact Center portfolio handles all inbound voice calls as well as inbound email and other multimedia traffic. A 10-seat Nortel progressive dialler supports outbound marketing campaigns, whilst additional Nortel IP Phone 1150s and IP Phone 2004s provide support for agents and back-office staff where required.