Every year, Nortel’s User Group recognizes enterprises that demonstrate the most resourceful uses of developing technologies or service deployment strategies. For Sustained Excellence award went to Orlando Regional Health (yesterday’s blog tells you why).
This year the award for Enterprise Transformation for a company with over 1000 employees went to Barclays Bank, who are driving £200M in savings and efficiencies through their Contact Centre Transformation Program
Barclays has worked with Nortel to link 45 worldwide contact center locations. Substantial integration to Barclays own desktop screen pop applications and back end banking systems and workflow systems was also achieved. For example, agents are prompted with the "next best offer" to make to the client.
Barclays and Orlando Regional Health are both testimonials to the benefits of successful execution of Unified Business strategies.