Wincor Nixdorf Opts for BT’s Cloud-Based Contact Centre
A full call centre delivered within weeks – BT becomes a Wincor Nixdorf ‘Trusted Partner’
BT today announced the successful delivery of a ‘BT Cloud Contact’ solution for Wincor Nixdorf’s new contact centre.
Wincor Nixdorf is a leading global supplier of IT solutions and services centred around the branch and store operations of banks and retailers. It required a solution allowing the company to open a new site for its
“Service Hub Europe” in Poland in the shortest possible time while meeting complex requirements. The decision was made to go with BT Cloud Contact, and have all major components hosted in a BT data centre as a cloud service. Only minimal installations would be necessary on site.
Using the Cloud Contact features, BT successfully implemented a full contact centre environment for more than 100 agents in less than six weeks. Wincor Nixdorf’s contact centre now processes calls from 15 countries to around 50 different service numbers.
“We were under immense time pressure as the solution had to be ready for the move into a new building,” said Holger Blank, Financial Director at Wincor Nixdorf Global IT Operations. “Thanks to BT’s flexible cloud-based solution and excellent project management, we were able to launch the new system in record time.”
The successful delivery of the project was one of the reasons BT was awarded the title of “Selected Member – Trusted Partner for joint business success” by Dr Jürgen Wunram, Executive Vice President & CFO/COO at Wincor Nixdorf. In addition to the call centre infrastructure, BT is also responsible for Wincor Nixdorf’s international data and voice communications.
Nina Wegner, Chief Executive Officer (CEO) of BT Germany, stated: “I am very proud that Wincor Nixdorf expanded its relationship with us and chose BT to support its customer relationship management services. This shows that the innovations in our services portfolio and our cloud-based solutions help our customers solve key business issues, including the optimisation of interaction with their own customers. By leveraging the Cloud Contact platform, Wincor Nixdorf will be in a position to deliver the best possible customer care experience across Europe.”
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About BT Cloud Contact
By blending email, web chat and voicemail with intelligent routing and traditional voice technologies BT Cloud Contact allows organisations to create a multi-channel contact centre at minimum expense. They pay for the services they need, when they need them, so they can easily adjust for seasonal spikes or unexpected events without unnecessary expense. BT’s experience with the latest technology from the world’s top brands can also bring down risk, cost and delivery time. Cloud Contact keeps organisations flexible enough to enter new markets or ramp up capability without tying up substantial capital investment.
About Wincor Nixdorf
Wincor Nixdorf is one of the world’s leading providers of IT solutions and services to retailers and retail banking. The company’s extensive portfolio is centered around optimizing business processes at banks and retail companies. It is aimed mainly at cutting costs and complexity and improving service to the end customer.
Wincor Nixdorf leverages know-how from its core business with banks and retailers to diversify into related sectors. These include postal and lottery companies and hospitality and service station chain operators.
Wincor Nixdorf has a presence in over 130 countries, with its own subsidiary companies in 42 of these. More than 9,000 employees work at the Group.
The company is the leader in Europe and the number 2 in the world for programmable electronic POS systems (EPOSs) and the number 2 in Europe and worldwide for automated teller machines. Production facilities are at Paderborn and Ilmenau, Germany, and in Singapore, Shanghai, China, and Sao Paolo, Brazil.
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