Centrix UK

Centrix, the Hampshire-based telecommunications reseller has today announced the signing of a new deal with InterCall, the global conferencing provider and the UK's second largest audio conferencing company. Under the terms of the agreement, Centrix will supply InterCall with the Braxtel Fluency Communications Suite™, a leading contact centre software solution designed to enhance voice, email and web applications. Full post-sale and technical support will be provided by Dacon, the specialist contact centre distributor.

InterCall had previously employed Rockwell's Transcend contact centre solution, but the fact that the product will not be supported going forward, as well as the limitations of the platform - meant that InterCall could only supply 200 of its 10,000 customers with a personalised queuing service for conferencing - prompted the move to Braxtel. Centrix won a competitive tender for the business against some of the largest players in the market, including Concerto Software.

Tim Smithers, Operations Director at InterCall, said:
"InterCall's growth story has been strong in recent years - in 2004 we added 54% of our gross revenue - so we wanted a contact centre solution that could cope with the demands of our business. This year, we're expecting revenue growth of 25% on 2004, our agent team has grown to 90-strong and our reseller programme has also been expanded. As such, we need the right contact centre capabilities to ensure that our service remains at the high level our customers and resellers expect.

Tim continued:
"One of our main problems in the past has been the fact that our ACD capabilities haven't fully utilised internally - in short, we've struggled to get the most out of the investment in our ACD. Centrix has been indispensable in defining our requirements and our strong working relationship with them on past projects was a key factor in their selection for this deal."

The solution also includes voice recording for quality monitoring purposes, which InterCall will use to train its customer service agents. Furthermore, the Braxtel solution is multimedia-capable, enabling customers and resellers to contact InterCall through the medium of their choice.

Ian Calder, Commercial Director at Centrix, said:
"The Braxtel solution gives InterCall much greater functionality and flexibility, enabling them to offer a world-class service to all of their clients. The crucial thing about the Braxtel is that it enables InterCall's video and conferencing services to be tailored to every individual customer, no matter how big or small and also, if required, to individual divisions within the customer's business.

"We've also included database integration as part of the solution, so as well as the personalised customer treatments, InterCall benefits from integration with its back-end database to improve workflow, reduce human error and speed up agent response."

Andy Seath, General Manager of Contact Centre Solutions at Dacon said: "Dacon already benefits from a proven successful relationship with Centrix, and this deal is a significant step towards increasing the value of that relationship. We look forward to providing Centrix with full support in ensuring this solution is implemented smoothly and on-budget."

The solution will go live in August 2005.

...ends...

Contact

> Mark Houlding mark@rostrumpr.com Tel: 07773 782 520
PR Consultant for Dacon/Centrix

For more information about Centrix, please contact:
> Ian Calder ian.calder@centrix-uk.com
Sales Director

For more information about Dacon, please contact:
> Max Meiklejohn max@dacon.co.uk
Marketing Manager

For more information about InterCall please contact:
> Peter Doyle pdoyle@intercalleurope.com
Intercall Europe Marketing Manager

About Dacon

Dacon is a value added distributor of telecommunications solutions. Specialising in contact centres, Dacon's products and services are available through a network of resellers throughout the UK and Europe. Dacon's product portfolio comprises a wide range of contact centre solutions including the EXTender range which increases the flexibility and performance of remote workforces; the AgentView range of contact centre information display solutions; Noetica's Synthesys agent scripting and customer interaction management package; Braxtel's contact centre engine, Merlot's VROOMService and TISL's call recording and event capture application.

Dacon offers a best of breed, award winning product portfolio and is committed to providing the channel with first class sales, marketing and technical support. Dacon specialises in contact and CRM products and services. Dacon's range of products is switch-independent and can be sold across a variety of platforms.

> www.dacon.co.uk

About Centrix

Based in Winchfield, Hampshire and Central London, Centrix delivers converged voice, data and IP solutions to European businesses.

Through partnerships with global companies such as Avaya, Cisco, Energis, MCI, NetScreen and Braxtel and as a service provider for BT Wholesale, we have the resource, knowledge, and in-house expertise, to design a tailored solution coupled with our bespoke installation, training and maintenance service.

From relatively simple ISDN-based PBXs to IP-based corporate networks, our knowledge in the convergence of voice and data puts us in the unique position of being able to discuss, design and implement the solution from the initial planning to the on-going support after the installation.

About InterCall

InterCall is the largest service provider in the world specialising in conference communications. The company serves more than 120,000 individual conference leaders in more than 30,000 organisations. Since its launch, InterCall has been growing at a rate exceeding that of the industry.

InterCall's services include audio, event, web, and video conferencing solutions. Along with a team of over 200 Meeting Consultants, InterCall employs more than 800 operators, customer service representatives, call supervisors, accounting, marketing, IS and IT professionals.

InterCall is a division of West Corporation
Founded in 1986 and publicly traded on NASDAQ (WSTC), West Corporation is one of the world's premier providers of customer contact solutions, specializing in customized inbound, outbound, interactive, Internet, collections and conferencing services. West's experienced personnel, cutting-edge technology and advanced systems enable the firm to provide its customers with solutions that help increase revenue, lower costs and improve customer satisfaction. From customer acquisition and customer care to conferencing and collections, West has a proven track record of success creating customized solutions for many of today's Fortune 1000 companies.

> Back to top