Capgemini Espana Improves Customer Service with Nortel

Capgemini Spain, a global consulting services company, has created a single, virtual contact center by integrating all of its agents across three locations with Nortel IP-based technology. The upgrade and expansion allows Capgemini to improve responsiveness to customer inquiries and increase productivity of agents through integration of its Madrid-Alcobendas, Barcelona and Asturias facilities.

By connecting its three locations into a virtual contact center environment, incoming calls are immediately routed to the most appropriate agent regardless of location. Nortel's IP technology makes it possible for Capgemini to respond more quickly to customer service requests through a range of multimedia services, such as voice, chat, email and the Web. Nortel's technology is also expected to help Capgemini reduce operational costs while delivering improved contact centre responsiveness by minimizing customer wait times and efficiently directing calls to the most suitable agent.

Nortel's IP technology also strengthens Capgemini's business continuity capabilities by using call server redundancy to ensure network resiliency and protection of critical information and business processes in case of emergencies or network intrusion.

"With Nortel contact center solutions we have been able to significantly expand the versatility of our customer service while greatly simplifying the tools we use to implement, maintain, manage and use our network on a daily basis" said José Andrés Sánchez, vice president Outsourcing Services of Capgemini España. "Our business gains an extremely adaptable solution through Nortel, giving us the flexibility to exceed customer expectations while maximizing operational effectiveness."

"Nortel has solid global expertise in voice applications and IP communications for contact centers," said Bill Weber, leader Enterprise Solutions Iberia for Nortel. "Working together with our channel partner, Amper Medidata, we were able to offer Capgemini a solution that improves its services through a virtual, multi-site customer relations center that can provide more services at a lower cost, while optimizing resources".

Capgemini's new IP-based infrastructure was integrated seamlessly with the company's existing network. It consists of the Nortel Communication Server 1000, the Nortel CallPilot Unified Messaging, Nortel Enterprise Management Portfolio solutions and Nortel Contact Center - Nortel.