The BT-MCI joint venture, Concert, has enhanced its eight-month-old Inbound Service, which helps multinationals run inbound call centres on a global basis.
The service is now available in 11 countries and new features are designed to increase flexibility for companies with call centres in several regions - for instance, by offering call routing according to time zone. BT and MCI are the first to offer such facilities outside the UK and US.
Traffic can be shared between call centres and calls can originate as local, shared access or freephone. New features include routing according to holiday schedules or time of day, load balancing, dialled number identification and multilingual emergency announcements.
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