Nortel unifies contact centres

NHS Direct, a 24-hour telephone and e-health information service provider in the UK, has unified its 36 contact centres through Nortel`s IP telephony, reports Trading Markets.

Nortel said an IP contact centre was implemented for NHS Direct, improving service and efficiency by uniting NHS facilities, resulting in cost savings and improved use of resources, through centralisation.

According to Nortel, its IP telephony contact centre, purchased by NHS Direct from Nortel partner BT, has contributed significantly to NHS Direct`s consistent achievement of all Department of Health targets for response times, performance and speed with which patient issues are addressed.

Middle Eastern societies are changing. Its consumers expect high levels of customer service and a quick response to queries. The utilisation of contact centres to provide customer services has traditionally been seen as a cost burden to organisations in this region, says Cellular-News.

Industrial reform in the Middle East is fast becoming a reality in several industries. For enterprises new to competing in an open market, keeping customers loyal is vital and a growing number of companies are beginning to understand the significance of doing so.

According to a new report by independent market analyst Datamonitor, this is creating opportunities for contact centre technology vendors.

Now that most mobile devices have a Web browser and every major wireless provider is offering mobile Internet, businesses, especially those with mobile workforces, are investigating the many benefits of mobile CRM, reports TMCnet.

Mobile CRM means that mobile workers have access to their companies` CRM systems, no matter where they are.

This gives businesses a powerful new advantage, as it enables them to increase the productivity of their mobile workers, streamline business operations and boost customer satisfaction.