Bell Canada Signs Seven-Year, Contract with Large Canadian Financial Institution for a Fully Outsourced Internet Protocol-Based Contact Centre Solution
IBM teams with Bell Canada to drive the transition to the new platform based on Cisco Systems IP contact centre technology
MONTREAL, (Quebec), April 27, 2006 - Bell Canada, today announced a seven-year, contract with Toronto-Dominion Bank Financial Group (TDBFG) to implement a fully outsourced IP-based contact centre solution for the Bank. Bell Canada will work with its partners IBM Canada and Cisco Systems Canada to implement the solution and migrate TD's contact centre technology to an IP-based platform.
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TD Bank's IP contact centre technology solution will provide the following key benefits:
Canada is Canada's national public broadcaster and one of its largest cultural institutions. With 28 services offered on Radio, Television, the internet, satellite radio, digital audio, as well as through its record and music distribution service and wireless WAP and SMS messaging services, Canada is available how, where, and when Canadians want. Through this array of activities, Canada brings diverse regional and cultural perspectives into the daily lives of Canadians in English, French and eight aboriginal languages, in nine languages on its international Radio service, RCI, based radio service RCI viva, a service for recent and aspiring immigrants to Canada.
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* An extensible enterprise-wide infrastructure, that routes calls to the first available agent with the appropriate skills to handle specific customer needs;
With assets over $300 Billion, GMAC is one of the world's largest and most respected financial institutions.
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* The integration of multiple channels providing customers with an improved and consistent call experience, and;
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* Location flexibility and extendibility by leveraging the existing IP network infrastructure allowing agents' the ability to utilize any feature, anytime, anywhere.
honda Italia Industriale, the Italian subsidiary of the honda Motor Co. and leader in the 2 wheels worldwide market with more than 12.7 million PTW (powered two wheels) models sold in 2006(*), announced today that it has signed a contract with IBM ( IBM) to implement RFID (Radio Frequency Identification) technology and infrastructure to transform and innovate the production processes at its plant located in Atessa, Italy. The agreement will allow honda Italy to achieve higher levels of efficiency and accuracy in managing its large motorcycle and scooter production in Italy.
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As TD's single point of contact, Bell Canada will be responsible for converting the Bank's entire Contact Centre infrastructure including: Interactive Voice Response (IVR), call routing, switching, call recording, work force management and reporting capabilities. The Solution supports 94 locations and over 6,300 agents. IBM will help lead the transition from TD's current platform to the new IP-based system, as well as develop and support ongoing call recording and performance reporting capabilities for TD contact centre agents. Cisco will provide the core IP contact centre technology including; IP Voice Gateways, Customer Voice Portal, Cisco Unified CallManager and IP phones.
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About Bell Canada
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Bell Canada is Canada's national leader in communications with 28 million customer connections across the country. The company provides consumers with simple solutions to all their communications needs, including telephone services, wireless communications, high-speed Internet, digital television and voice over IP. Bell also offers integrated information and communications technology (ICT) services to businesses and governments, and is the Virtual Chief Information Officer (VCIO) to small and medium businesses (SMBs). Bell is proud to be a Premier National Partner and the exclusive Communications Partner to the Vancouver 2010 Olympic and Paralympic Winter Games. Bell is wholly-owned by BCE Inc. For information on Bell's products and services, please visit www.bell.ca, and for corporate information on BCE, please visit www.bce.ca.
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Source: Cisco Systems
