BT and MCI have bolstered their range of services that help multinational organisations operate their inbound call centres around the world.
Concert Inbound Service, developed by the companies? existing joint venture, will feature services such as call routing capabilities based on time of day, traffic loads, holiday schedules and emergency situations. Other services include call routing based on geography, regulations and offers customer-specific reporting.
Customers can carry out call routing between call centre sites to accommodate peak traffic periods, time differences, country-specific holidays, agent skill sets and emergency situations. Load balancing allows customers to disbribute calls based on a percentage or on the maximum number of calls allowed.
The service was first introduced in April 1996 and is available in 11 countries. Companies can share traffic between call centre locations and call can originate as local calls, shared access, domestic Freephone calls or as international Freephone from 45 countries.
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