The Bellcom Technology Mix Builds a Platform for Success

April 23, 2008 - PRLog -- Bellcom Contact Centre has always had a forward thinking approach to business. Whether it’s investment in people or tools, Bellcom has always realised that the rapidly changing landscape of contact centre business requires technology as robust and adaptable as its operators. Bellcom work closely with their technology partners and strive to stay at the top of industry with their clients reaping the benefits of the continuous investment.

Bellcom, http://www.bellcom.co.uk , use Interactive Intelligence, whose award winning integrated IP- based business telephony system is designed for use in call centres. It has proven to be an ideal platform for a progressive company such as Bellcom. The technology is future proof, robust and flexible; enabling Bellcom to develop their business as rapidly as they wish according to market forces – and without the pressure of technology overtaking their ambition.

Compared to traditional systems, capable of only single functions and cumbersome to make changes, CIC’s technology platform is software based (using Windows architecture) and capable of delivering multi-media customer contact. Effective interaction is vital and each agent is capable of contacting customers through a wide range of channels. These range from the traditional inbound/outbound calling to up to date methods such as real-time web chat, web collaboration and personalized email.

Bellcom’s tie in with Interactive Intelligence has its fun side too. The technology company is promoting a competition that allows contact centre staff to reveal the more humorous side of what can sometimes be a stressful job.

They want agents to reveal the more “unusual” demands or questions put to them by customers. Entitled “Outrageous Interactions” or perhaps “Confessions of a Contact Centre Agent” the competition promises to be a lot of fun and, for those that may have preconceptions of the industry, pretty revealing. The prize of a trip for two to Hawaii mirrors Bellcom’s own staff incentive schemes and highlights a common ethos between these partnered companies.

Rob Reid, Communications Manager explained the Bellcom, http//:www.bellcom.co.uk , approach, “ At Bellcom, we need a technology which is future proof and resilient and can stand up to the requirement of the demanding campaigns we manage for our clients. When we were looking to enhance our technical capabilities Interactive Intelligence’s platform seemed the obvious choice.”

With Bellcom’s clients, such as Xerox and Dell, looking to exploit pan-European markets and beyond, it would seem their far sighted decision invest heavily in technology and to partner with Interactive Intelligence is bringing the dividends they thought it would. With such a go-ahead company working in tandem with its technology supplier it’s no wonder Bellcom is attracting regular new business while holding on to their existing client roster.


Company Information:

Contact:
Rob Reid, Communications Manager
Bellcom Ltd.
0141 274 4000
http:://www.bellcom.co.uk
info@bellcom.co.uk