Infomobile Offshore IP Contact Center Using Nortel Networks Technology

PARIS, France - French contact centre operator Infomobile has deployed Nortel Networks [NYSE/TSX: NT] solutions for its first offshore IP (Internet Protocol) Contact Center, based in Casablanca, Morocco.

 

Since 1998 Infomobile has established contact centre services across three sites in France - Guyancourt, Bourges and Ivry. To further its expansion plans, Infomobile decided to migrate to IP technology and a 'remote agent' strategy for its first offshore contact centre in Casablanca.

 

"Nortel Networks IP technology enables us to operate our offshore contact centre using one network and guarantee the quality of service we deliver to our customers," said Régis Ravalec, research and development director, Infomobile. "After testing the solutions we now have more options in the deployment of other contact centers."

 

The Casablanca IP Contact Centre is equipped with Nortel Networks i2004 IP phones, Nortel Networks Passport* 2430 router as well as Nortel Networks BayStack 460 and 470 switches.

 

Automated Call Distribution (ACD) and Computer Telephony Integration (CTI) remain based in Guyancourt but are linked to the Guyancourt site by a high-speed, two megabits dedicated line.

 

The Casablanca site currently has 80 agents and manages one million calls per month. These calls use voice over IP (VoIP) via a dedicated line which significantly reduces the cost per call. The IP Contact Centre in Casablanca has much lower operating costs compared to a standard contact centre and has paid for itself within three months.

 

A major operator in radio paging since 1993, Infomobile belongs to Pôle Télécommunications of the Bouygues Group, of which it is a wholly-owned subsidiary. Infomobile is the initiator of the development of the Ermes and Flex standards in France. From the launch of its network, Infomobile developed a call centre for taking Kobby messages by operator 24/24 and 7/7, with personalized reception. In 1998, Infomobile took advantage of the experience gained in call receiving and commercialized some call answering and back-office services in its Guyancourt centre (120 agents). In November 2000, Infomobile expanded and opened a centre of 250 additional positions at Bourges.

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