Case Study

The Listening Company

• The Uk's 14th largest out-sourcer with nearly 600 workstations.
• Established in 1998 and aims to provide 'Intelligent Customer Management Solutions'

Challenge

• New office location in Portsmouth requiried rapid call centre installation to generate revenue
• Network upgrade in existing office location, Richmond, providing a virtual inbound and outbound contact centre which could be managed centrally
• As a live site the Richmond upgrade needed to be acheived with no downtime

Solution

• Portsmouth site - successful integration of Alcatel OmniPCX Enterprise platform with Alcatel Omnitouch contact centre suite. Also became the first Alcatel site with Genesys powered predictive dialler to be installed
• Reading - upgrade and outbound system testing were managed simultaneously, the PBX was replaced with Alcatel's OmniPCX Enterprise and OmniTouch package

Benefits

• Integrated suite of applications which all run from the same supervision terminals, enabling centralised telecoms management
• Team managers have a single interface to monitor inbound and outbound campaigns
• Cost effective solution

Partners

Alcatel-Lucent

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