BT Retail’s Customer Contact Center, which employs over 10,000 agents in the UK to support BT’s residential and business customers, will upgrade its network with a VoIP solution from Nortel. BT has used Nortel Centrex ACD (Automatic Call Distribution) platforms for the past 10 years. The upgrade program will introduce Centrex IP on existing Nortel platforms, providing an evolution path to the 21st Century Network. In the initial phase, 700 agents will be IP-enabled, with growth plans for more than 2,000 by the end of 2005.
This upgrade will be in addition to the Nortel enterprise VoIP contact center solution announced in December 2004 for 10,000 of BT’s back office agents.
http://www.nortel.com
