Client: Siemens Traffic Controls

REQUIREMENT: TELEPHONY

Siemens Traffic Controls looked to ICT reseller Blue Chip Data Systems to provide an innovative solution which enabled eleven geographically disparate call centres to be amalgamated into two, ensuring their high level of customer service and satisfaction is maintained.

>> The Client

In the UK, Siemens Traffic manufactures, installs and maintains more of the UK's road traffic controls infrastructure than any other company. A Blue Chip client since 1996, Siemens Traffic Controls has long recognised the advantage of leading edge technology in the fight to ensure profitability, internal efficiency and competitive advantage. Consequently it was deemed critical that to continue offering the best possible service to its clients, eleven of Siemens Traffic geographically disparate inbound call centres must be amalgamated to effectively manage their growing communications from customers around the UK.

>> Solution

Blue Chip's solution consolidated customer call centres in many separate geographical UK locations into a centrally managed contact centre split across two sites, linked by an IP enabled private circuit. This solution allowed contact centre agents to log in to multiple groups regardless of geographical location through Siemens HiPath Procentre Agile Contact Centre software. Presence of other agents enables them to make more informed transfer decisions as well as being able to handle telephone calls, faxes emails and voicemails in a queued manner using the Siemens HiPath Xpressions Unified Messaging solution.

>> Success and Company Benefit

Through implementing the Virtual Contact centre solution, Blue Chip were able to consolidate Siemens Traffic's many Customer Call Centres across the UK to just two sites. The solution enabled calls to be routed to the best person available, whilst management have full visibility in real time on the performance of the call centre. Ultimately the solution improved customer service levels, consolidated eleven sites to two and has improved workflow processes throughout the company. Blue Chip's in-house voice and data skills ensured that the solution was delivered according to Siemen's objectives, meeting budget and timescales plus the provision of full on going support and upgrades. As a result, this project was a finalist for "Convergence Solution of the Year" at the Comms Business Awards in 2004, demonstrating Blue Chip's ability to deliver high-end converged solutions.

Technical Solution

• Fujitsu Siemens Primergy RX300 Rack Mount Server Platforms
• Siemens HiPath Rack Mount PBX Siemens HiPath Procentre Agile Contact Centre Software
• Siemens HiPath Xpressions Unified Messaging Software
• BT IP Clear Solution