The Germany-based company core connection GmbH & Co. KG, a provider of high-quality customer care services for large enterprises, has chosen the innovative and flexible "Hosted Contact Centre" solution offered by BT.
Core connection is a young company, run by experienced managers, that specialises in sales and customer service projects for inbound and outbound operation. Its clients include, among others, reputable telecommunications companies. core connection needed a solution which could be matched to business growth at short notice, offer different communication channels such as telephone and e-mail and be quick and easy to administer.
After an extensive selection process, it finally chose the "BT Hosted Contact Centre". A great advantage of this solution is that the communication specialist does not have to make any large initial investment, but rather obtains the required services out of the BT network as and when needed, based on a "pay-per-use" model. core connection's headquarters in Berlin are therefore connected to BT's IP network with two resilient 34 MBit/s lines.
Using the convergent, IP-based data connection, the call centre staff now receive telephone calls and e-mails and can access other data, for example from the CRM system. The agents do not need more equipment than a standard PC and a headset. core connection's IT administrators can route calls and configure the interactive voice response system (IVR) themselves within minutes via a web interface. BT will also manage the company's in-house data network ("Managed LAN") and provide the connection to the public telephone network (PSTN).