UK-based company ITEL * designs and develops a range of business communication systems. An important part of the business also lies with the sale of technical and support training, so it's vital for the company to take full advantage of the business opportunity presented by each customer interaction.
ITEL wanted a cost-effective communications solution that would efficiently connect customers with the appropriate member of its 25-strong workforce. It needed a platform that could support a powerful call centre and provide seamless migration to multimedia applications including both web and chat.
Nortel supplied ITEL with the Business Communications Manager (BCM) 400 , a converged platform for voice and data. The solution provides ITEL with scalable call centre functionality that encompasses unified messaging, IP telephony and simplifies adds, moves and changes.
Results & Benefits
- Streamlined business processes : ITEL has now improved the speed with which customers are connected to the appropriate resource.
- Improved flow of information : Both local and remote users now have access to consolidated email, voicemail and fax messaging.
- Productivity gains : By connecting onsite and remote workers into a single virtualised call centre environment, ITEL has seen a significant improvement in employee efficiency as well as increased customer satisfaction.
- Maximum flexibility : The BCM 400 enables ITEL to add extra users, as well as sophisticated applications such as Multi Media Call Centre, both simply and rapidly.