Recording call centre calls on Alcatel-Lucent technology

Date: 27.07.2010 | Author: RETIA, a.s.

Customer: TP Internet sp. z o. o., Contact Center

Place of installation: Warsaw, Poland

  

About TP Internet

TP Intenet sp. z o. o. provides services to major companies by means of own call centre. Some of the main reference customers are Canal+, Orlen, Alcatel-Lucent, Continental, KFC, Samsung, Reader's Digest, Pireli, Toyota Motor Poland, Deutsche Bank, NextiraOne etc.

TP Internetwas established in 1999 as a subsidiary of Telekomunikacja Polska. Initially, the main scope of activity was   internet  and   multimedia  services.   Among   the  TP  Internet  services  now   belong  internet,   multimedia, e-signature services and telemarketing services. The company began the activity of telemarketing services under the name Contact Center in 2001 and now disposes of 1900 telemarketing seats in seven locations.

 

Project details

TP Internet sp. z o. o. runs its own call centre in seven localities with 1900 agents in total. The rising call centre capacity required a replacement of the current recording equipment. The unsatisfactory, out-of-date technology was completely replaced by the advanced new technology by RETIA, a.s.

ReDat Recording System, a reliable, high-capacity solution, now ensures call recording and observation of the customer service quality in a busy Contact Centre in Warsaw. The experience of RETIA workers and the applied Alcatel-Lucent OXE and Genesys technologies crowned quick and successful implementation.  

 

ReDat solution

ReDat3 Recording Unit is connected to digital extension lines. ReDat Application Server and ReDat CTI communicate with Genesys T-server and perform switching the channels of ReDat3 Recording Unit. ReDat CTI enables data attribution of records.

ReDat Application Server is a set of web applications based on SQL database. It brings comfortable environment for work with records and their further processing (record, replay, saving). It centralizes control, data and supervisory functions for the incorporated recording means. ReDat Application Server includes tools for interconnection with Contact Centre information and telecommunication systems.

   

 

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