Bell Canada today announced a seven-year contract with Toronto-Dominion Bank Financial Group (TDBFG) to implement a...
April 27, 2006
Bell Canada today announced a seven-year contract with Toronto-Dominion Bank Financial Group (TDBFG) to implement an outsourced IP-based contact centre for the bank.
Bell will work with IBM Canada Ltd. and Cisco Systems Canada Co. to migrate TD’s current contact centre technology to an IP-based platform.
Bell says the IP contact centre will provide a number of benefits including an enterprise-wide infrastructure that routes calls to the first available agent with the appropriate skills to handle specific customer needs.
As TD’s single point of contact, it will be responsible for converting the bank’s entire contact centre infrastructure including interactive voice response (IVR), call routing, switching, call recording, work force management and reporting capabilities.
IBM will help lead the transition from TD’s current platform to the new IP-based system, as well as develop and support ongoing call recording and performance reporting capabilities for TD contact centre agents.
Cisco, meanwhile, will provide the core IP contact centre technology including IP voice gateways, Customer Voice Portal, Cisco Unified CallManager and IP phones.
TD has call centres in 94 locations and employs an estimated 6,300 agents.