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
