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.

Financial Institutions Provide Dynamic, Personalized Customer Self-Service with Intervoice Banking 3.0