Citation
(2001), "Virtual deal", Work Study, Vol. 50 No. 6. https://doi.org/10.1108/ws.2001.07950fad.005
Publisher
:Emerald Group Publishing Limited
Copyright © 2001, MCB UP Limited
Virtual deal
Virtual deal
BT Information Systems (BT BIS) has won a £1.6 million contract with Vertes – one of the UK's leading customer management companies – to install state of the art virtual call centre technology across five sites in the UK. BT BIS will install a Meridian 1 platform with additional Nortel Networks applications such as Synposium. This technology will enable more than 3,500 agents across the UK, working either from home, to operate seamlessly and provide a faster, more efficient service to Vertex clients. Installations have already begun at Vertex's Lingley Mere site in Warrington, Cheshire and the new Pegasus House contact centre in Liverpool. BT BIS have completed the roll out of both the platform and the Synposium intelligent call routing software to Vertex sites throughout the UK and Ireland by the end of the year. Vertex has chosen the solution to cope with growing demand and needed technology that was scaleable enough to deal with, for example, 50 remote homeworkers, right up to an 800-seat CRM-enabled call centre.