Bell Canada signs seven-year, contract with large Canadian financial institution for a fully outsourced Internet Protocol-Based Contact Centre solution IBM teams with Bell Canada to drive the transition to the new platform
based on Cisco Systems IP contact centre technology
MONTREAL, Quebec,April 27 2006 ---
Bell Canada, today announced a
seven-year, contract with Toronto-Dominion Bank Financial Group (TDBFG) to
implement a fully outsourced IP-based contact centre solution for the Bank.
Bell Canada will work with its partners IBM Canada and Cisco Systems Canada to
implement the solution and migrate TD's contact centre technology to an IP-
based platform.
TD Bank's IP contact centre technology solution will provide the
following key benefits:
- An extensible enterprise-wide infrastructure, that routes calls to the
first available agent with the appropriate skills to handle specific
customer needs;
- The integration of multiple channels providing customers with an
improved and consistent call experience, and;
- Location flexibility and extendibility by leveraging the existing IP
network infrastructure allowing agents' the ability to utilize any
feature, anytime, anywhere.
As TD's single point of contact, Bell Canada will be responsible for
converting the Bank's entire Contact Centre infrastructure including:
Interactive Voice Response (IVR), call routing, switching, call recording,
work force management and reporting capabilities. The Solution supports 94
locations and over 6,300 agents. IBM will help lead the transition from TD's
current platform to the new IP-based system, as well as develop and support
ongoing call recording and performance reporting capabilities for TD contact
centre agents. Cisco will provide the core IP contact centre technology
including; IP Voice Gateways, Customer Voice Portal, Cisco Unified CallManager
and IP phones.
About Bell Canada
Bell Canada is Canada's national leader in communications with 28 million
customer connections across the country. The company provides consumers with
simple solutions to all their communications needs, including telephone
services, wireless communications, high-speed Internet, digital television and
voice over IP. Bell also offers integrated information and communications
technology (ICT) services to businesses and governments, and is the Virtual
Chief Information Officer (VCIO) to small and medium businesses (SMBs). Bell
is proud to be a Premier National Partner and the exclusive Communications
Partner to the Vancouver 2010 Olympic and Paralympic Winter Games. Bell is
wholly-owned by BCE Inc. For information on Bell's products and services,
please visit www.bell.ca, and for corporate information on BCE,
please visit
www.bce.ca.
For further information: media inquiries: Mohammed Nakhooda, Bell
Canada, Media relations, (416) 581-3311, 1-888-482-0809,
mohammed.nakhooda@bell.ca |
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