RE: [OT] Pan-European call system

["Roger Shingler" <roger@xxxxxxxxxxxxxxxxxx>]

Hi Peter

Not quite sure what you want to do, but it sound like fairly standard
stuff.

If you want to route by country of origin then this can be done by the
caller's number. Transferring relies on being able to pass the call back to
the switch to be transferred, but most inbound kit can do this if you buy
the right service from the operator.

We investigated a system that would route calls following the sun and would
know which centre had which languages, and the logic was all done by the
operator's system. There was a web page interface to see the stats etc and
also control some of the functions.

We were talking to Concert (before the demise of the joint venture of BT
had
going)

>From memory the costs were only in the 100's per inbound number for a
small
scale system, and allowed call overflow and even inbound processing in this
case to ask the user what they wanted to do as the call was queued. See:

http://www2.bt.com/btPortal/application?origin=mb_related_products.jsp&event
=bea.portal.framework.internal.portlet.event&pageid=mb_pns_catalogue&portlet
id=mb_pns_catalogue&wfevent=link.Product&com.bea.event.type=contentclick&oSi
teArea=mb.corp&oPJsp=mb_related_products.jsp&oPt=mb_pns_catalogue&oDocumentI
d=products/global_contact_centre.xml&oOJsp=mb_content_detail.jsp&oPg=mb_pns_
catalogue&oDocumentType=Solution&siteArea=mb.corp&PorS=solutions&productDeta
il=products/global_contact_centre.xml

(That has to be the longest link ever!)

Global contact centre was along the lines of what we looked at.

You can also do some nice things by having the same 0800 numbers across
Europe in countries that use 0800, or 00800 for a pan-European number,
Mercedes-Benz 00800 17777777 is a good example dial-able across the EU and
all terminating at the right desk in Maastricht for the country you are
calling.

Unfortunately I just recycled all of the infos at work to make more shelf
space :-(

Have a search around on the web for CRM solutions for more info.

Roger Shingler

-----Original Message-----
From: White, Peter [mailto:peter.white@xxxxxxx]
Sent: 01 March 2004 13:33
To: 'ukha_d@xxxxxxx'
Subject: [ukha_d] [OT] Pan-European call system

Guys

Totally OT, but I'm sure someone will be able to help.

In short, I've got a call centre in the UK, and satellite centres in
Germany
and France (with more coming in the Nordics).  At the moment, they're all
totally disconnected from each other, and we just have local numbers in
each
country diverting to the relevant call centre.  However, if we need to xfer
a call to France, we can do that, but at that point, the call is lost if
the
French don't pick it up.  Also, we've got French speakers in 2 call centres
(UK & France), but because the systems are not joined up, if Agent 1 is
busy, the caller will just go to a message, rather than being xferred to
Agent 2 in France.

So, what I'm after is a 'joined-up' system, that will keep all calls within
a logical group.  In can be GSM based if that's easier, but above all, we
need to keep the start-up cost to a minimum.  We've been talking to O2
about
a closed GSM caller group, but they can't quite give us what we need at the
moment.

Any ideas, without pending a fortune??  Thanks


______________________________________________
Pete


[Non-text portions of this message have been removed]



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