BT Reaches 1,000th Nortel Symposium In UK With Solution For Purple Parking
LONDON - BT has installed its 1,000th
Symposium* Contact Centre solution from Nortel* [NYSE/TSX: NT] in the UK for
Purple Parking, the country's largest airport car parking operator. Purple
Parking is using Symposium to enhance customer service and to create and manage
dynamic business growth through streamlined and efficient contact handling.
"Nortel Symposium Call Center Server caters to customers from a broad spectrum
of sectors, including high street banks, retail outlets, the National Health
Service (NHS), information technology companies and even
Premiership football clubs," said Andrew Libuser, BT Convergent Solutions'
general manager of telephony solutions. "We have provided contact centre
solutions ranging from small businesses to large virtual centres spread across
multiple sites, using either traditional technology or voice over IP."
Purple Parking, which is based in Southall close to London's Heathrow airport,
chose the BT-supplied Nortel solution ahead of competitive offerings on the
basis of its reliability and feature-richness. Those rich features include the
ability to send real-time and historical information over the local area network
(LAN) to supervisors' computer screens to display queue statistics and draw
attention to user-defined alerts.
Other key benefits include the quality of BT's after sales support - a BT
CustomCare maintenance package ensures two-hour 24x7 response - and having BT as
a single supplier for all telecommunications requirements, which gives Purple
Parking added convenience, cost-effectiveness and streamlined management.
Purple Parking superlative customer call handling at all its Heathrow sites is
primarily due to the skills-based call routing and handling functionality that
the new solution provides. As a result, calls can be answered more quickly and
the average number of customers on hold has been reduced.
The new system also enables Purple Parking's contact centre managers to
administer the system remotely, whether from other offices or on the move. The
ability to review and approve call and traffic reports in this way
allows managers to adjust services to match market needs and cope with hectic
holiday booking periods without having to be physically present.
Steve Waller, Purple Parking's sales and marketing director, said: "With
Nortel's solution provided by BT we can expand faster than was possible with our
old system and do more business within current staffing levels. The
system is very robust, and gives us good value for the money and the flexibility
to adapt as markets change and we move forward."
Chantal Smith, product marketing, multimedia applications, EMEA, Nortel, said:
"Our Symposium solution and our strategic relationship with BT provide Purple
Parking with a better customer service offering from day one. This
offering allows total flexibility through Web integration and use of an IP
(Internet Protocol) Contact Centre. Purple Parking is now able to offer contact
centre managers and agents seamless access to the service - anytime,
anywhere."
BT's converged solution for Purple Parking includes Nortel's Communication
Server 1000 for general telephony switching, Nortel's Symposium Contact Centre,
Nortel's Symposium Web Client, Nortel's CallPilot* Unified Messaging system, and
Nortel's Business Policy Switch switches for the LAN and IP phones.
