TietoEnator wins O2 deal [TietoEnator]

(Total Telecom Via Thomson Dialog NewsEdge) Finnish information technology company TietoEnator Oyj Thursday said German telecom operator O2 has chosen it to upgrade its current customer service platform by migrating it to Voice over Internet Protocol.

Click here to learn more about e911 and its impact on VoIP

Click Here to Learn How You Can Profit from IP Communications. Live, in Person at INTERNET TELEPHONY Conference & EXPO West 2006 in San Diego.

IPTV is coming fast. Educated service providers will reap profits first. Learn how at FierceMarkets' IPTV Evolution Workshop this fall.

Get Your IMS Education from The Expert Team at INTERNET TELEPHONY Magazine and TMCnet. This Fall in San Diego at IMS Expo.

The company said to further enhance customer service excellence by continued integration of all interaction channels, O2 decided to implement an IP contact center suite tightly integrated into its business applications, and that this will help to lower total cost of ownership, and to improve time-to-market for new products and services.

TietoEnator said as general contractor and system integrator, it is going to develop the new innovative customer services IT solution on the basis of network and contact center applications from Cisco and Genesys.

The company said customers use their O2 products at all times of the day and they expect the customer service to be available to match their working patterns and behaviors, and that this includes allowing O2's customers to establish contacts by every media type and receive the same information in any media at any time.

TietoEnator said all customer contact media, such as telephone, customer self-service, e-mail, fax, SMS, MMS, the Internet and written correspondence, will be supported by the IP contact center solution.

Carsten Wreth, vice president of customer services at O2, said:"With the IP-based contact center, O2 will become more flexible and cost effective in delivering the best customer experience and converting every single customer contact into a business opportunity. We decided to develop this together with TietoEnator because we know them as a trustworthy partner and have great confidence in their quality and timely deliverables."

Michael Graben, vice president, TietoEnator Digital Innovations, said:"We are more than proud to help O2 in this challenging and strategic customer service project based on the most advanced technology one can find nowadays. We have to move the traditional telecommunication network world to the IP world. Furthermore, O2 needs a solution which enables interaction between customers and the whole enterprise, not only the contact center, and including resources such as agents, voice portals, etceteras. And then, of course, we have to align the business logic and the underlying business processes."

Copyright 2006 Terrapinn Ltd