RealTime IT News

BT to Pipe Customer Calls Through VoIP

BT will stick with its longtime telecom equipment vendor Nortel when it shifts its U.K. and Indian call centers to Voice over IP technology.

The London carrier will phase in Nortel Centrex IP ACD (Automatic Call Distribution) systems over the coming months. By year's end, more than 2,000 of BT's 10,000 customer service reps will be IP-enabled.

Nortel's i2004 IP phones will also be distributed to BT agents as part of the deal. Financial details of the agreement were not disclosed.

"Providing this capability to BT highlights how our customers can evolve to an IP solution and build on the full capabilities and benefits of their current investments," Mark Weeks, a Nortel managing director of the BT account, said in a statement

Nortel Centrex IP ACD products let companies create virtual contact centers that span wide geographic areas and cross multiple time zones, routing calls to the most appropriate agent available. Separate voice and data infrastructures can then be merged, resulting in lower management costs.

This is the second VoIP-related deal between Nortel and BT. In December, BT placed a $5 million order for Nortel's enterprise VoIP contact center software. That contract is one of the largest deployments of a VoIP-based virtual contact center in Europe, Nortel said.

In other BT news, the company said its equipment will be used in Verizon Dominicana's nationwide third-generation wireless network. Nortel said it has been working with Verizon Dominicana for more than 10 years on a number of new technology projects, including VoIP, wireless and optical infrastructures.