BT Business Information Systems (BT BIS) today won a £1.6 million contract with the UK’s leading customer management company, Vertex, to install leading edge virtual call centre technology across five sites in the UK. The installation will provide Vertex with a highly competitive solution within the call centre-outsourcing arena and represents BT’s first virtual call centre installation using the latest Symposium technology.
BT BIS is installing a Meridian 1 platform with additional Nortel Networks applications such as Symposium. This latest technology will enable more than 3,500 CSRs across the UK, working either from a call centre or from home, to operate seamlessly and provide a faster, more efficient, service to Vertex's clients.
Installations have already begun at Vertex’s Lingley Mere site in Warrington, and the new Pegasus House contact centre in Liverpool. BT BIS will roll out both the platform and the Symposium intelligent call-routing software to Vertex sites throughout the UK and Ireland later this year.
David G. Smith, customer service director, Vertex, said, “As demand for customer management and business process outsourcing has grown, we have recognised the need to develop our technology strategy further. We needed a solution that would be flexible enough to allow integration of forthcoming technologies, and scaleable enough to deal with, for example, 50 remote homeworkers, right up to an 800 seat CRM enabled call centre.
“This solution enables us to manage the peaks and troughs in call volumes better and to maximise our resources for the client’s benefit. Calls will now be forwarded automatically to any available multi-skilled CSRs, working on any account, in any location within the network. BT has proved to us in the past that it can react quickly to our demands in a fast moving marketplace and we are looking forward to a successful partnership in the future.”
Philip McKeown, BT account director for Vertex, said, “We worked closely with Vertex and Nortel Networks to determine the best technology to respond to their business needs and provide a competitive solution within the call-centre industry. The open Meridian 1 platform we are installing complements different CRM solutions and is flexible enough to phase in new services when necessary. It will also allow more efficient use of call centre agents and more intelligent call handling, giving Vertex a real competitive edge.”
Notes to Editors
About BT Business Information Systems
Business Information Systems (BIS) is a BT division providing workplace communications solutions for voice and data applications. BIS serves the needs of every business, from teleworkers to large corporations.
The BIS product portfolio ranges from essential cabling infrastructure to sophisticated telephone systems, call centres, messaging solutions and Information Technology.
BIS leads the industry in delivering convergent communications solutions that support both voice and data applications that have traditionally been provided by separate platforms.
All of this is backed up with a comprehensive range of value add services to help
businesses run their systems efficiently.
For further information visit the BT BIS web site at www.bt.com/bis
Vertex is the UK’s leading customer management outsourcing company with an annual turnover in excess of £350 million and over 8,000 employees.
Vertex recently teamed up with Cap Gemini Ernst & Young in a strategic move designed to cater for the expanding demand for outsourced business processing services such as customer management operations. Cap Gemini Ernst & Young UK transferred to Vertex its existing BPO business including 1500 employees, in exchange for a 12.5% equity stake in Vertex.
Vertex delivers outsourced customer management services for many of the UK’s leading blue chip organisations. Vertex clients now include NorthWest Water, Norweb Energi, Eastern Energy, Littlewoods Bet Direct, the London Borough of Ealing, npower and Cable & Wireless.
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