As of the end of March 2006, and as part of Baseline NGN`s strategic "Right Partner Programme", Baseline has brought online its national call centre and help-desk facility.
"Located at Baseline`s head office in Kenilworth, it is a natural and integral part of our service evolution and offerings to our customers, both existing and potential," says Gordon Faint, Baseline`s CEO.
"Based on Avaya`s award-winning IP Office product suite, Baseline practises what we preach," continues Faint. "Baseline have been advocating convergence for almost a decade now, long before it was the flavour of the month or the in thing to do.
"Our customers experience the power of convergence every time they call into our national operations centre. We`ve enhanced the customer experience by shortening response times to requests, providing the correct technical answers and solutions to customer issues and generally expediting the whole customer experience at a more rapid pace than was available through our previous platforms," adds Faint.
"In addition, the implementation of the Avaya hardware and software has streamlined our own internal business and workflow processes. The Avaya systems have created a win-win situation; our customers win because they get what they want quicker and Baseline enjoys the rewards through returning happy customers," concludes Faint.
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