Integrating VoIP to reduce cost & increase flexibility

3, the innovative 3G Mobile provider, had a requirement for a Contact Centre infrastructure that would provide flexibility in volume and geography as well as a competitive cost base. With Quortex’ expertise in next generation network technology, 3 asked them to lead the technical design and implementation of their new multiple VoIP Contact Centres.

With responsibility for the network architecture, design, security, integration and performance testing, Quortex first identified what the key customer requirements were that would need to be addressed and then followed the work through technical design and through into testing and implementation. The leading edge design incorporated components including Aspect ACD and Cisco Gateways.

After a successful implementation supporting 3’s UK business, the solution was rolled out across many of 3’s other regional businesses and now supports around 3000 agents across UK and India.

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