Contact Center Solutions Featured Article

PCI Turns to Nortel for Latest Contact Center Deployment

July 25, 2008

PCI, a contact center outsourcing specialist, is building a new unified communications contact center facility in Melbourne, Australia. This expansion will not only work to boost the local economy, it is also expected to contribute ecologically.
 
Using energy-efficient solutions from communications solution provider Nortel (News - Alert) and Platinum nPower channel partner Commander, PCI will enjoy a state-of-the-art contact center that will be considered environmentally friendly.

PCI delivers a range of contact center services for Australia and multinational clients, including telecoms, banking, information technology and utility companies. The organization is seeking to reduce its carbon footprint with Nortel’s unified voice, data and wireless network at its Melbourne headquarters.

According to PCI, the new 6,000 square meter Greenfield site will receive a new fully-IP-enabled network that will support 715 active agents and as many as 850 concurrent users. Such a system will allow for growth and expansion, providing the capability the company needs to meet a growing demand within the local industry.

It is expected that this system will enable the company to manage its contact center agents’ activities irrespective of their physical location. Such capability will allow employees to work from anywhere while retaining their phone number, caller groups and access to network resources.

PCI has selected the Nortel solution that includes Communication Server 1000E IP PBX (News - Alert), supported by a resilient Nortel Ethernet Routing Switch (ERS) network that delivers Power-over-Ethernet (PoE) and gigabit speeds to every desktop.

The Nortel Multimedia WLAN 2300 solution will provide wireless LAN coverage, thus enabling secure wireless connectivity to all staff. The solution also offers Nortel’s Call Pilot unified messaging and Communication Control Toolkit.

Deployment, integration and on-going support services are being delivered by Commander's Advanced technical services team. No financial details were disclosed by any of the parties involved.  

PCI could easily be considered a progressive company, establishing its newest contact center within the Australia market and turning to a solutions provider that can not only meet its needs, but do so in an environmentally-friendly way.

Such an approach is sure to endear PCI to its local market, while also helping to expand Nortel’s portfolio of customer implementations and the strength of Commander’s market positioning. It is time that the powerful players make a statement regarding their responsibility to the planet and to their local markets. PCI, Nortel and Commander have done just that and the success of this center will only help to strengthen that message.
 
 
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
 
 
 

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