British Airways

Solution

Lyon
The Lyon office had an old Aspect contact centre that was integrated with their existing Nortel Meridian 1 system, both of which Datasharp replaced with a single piece of equipment: a Nortel BCM 400. The BCM’s contact centre has allowed them to take more ownership of the administration of their contact centre whilst providing them with a lot more flexibility in the way they can manage their incoming call traffic.

Zurich
Datasharp installed a BCM400 into their new offices in Zurich. The Zurich office was particularly interested in disaster recovery and what they could do to ensure their customers could get through to them if they were unable to access the building. Datasharp configured for them some voicemail functions that would allow them to change certain settings within the voicemail from outside the building that would re-route callers to an external number if a disaster scenario should occur.

Frankfurt
The Frankfurt office once existed within Frankfurt Airport where they had a Siemens system installed. They have now moved to a new location where Datasharp had rolled out a new BCM 400 system with approx 150 extensions and integrated DECT. The new system was installed over a weekend to avoid loss of service and to make the migration from one system to another as seamless as possible. The BCM’s Contact Centre functionality has given their Cargo department a huge amount of flexibility in the way they can distribute calls.

Wokingham
The Wokingham office was a brand new office where they decided to roll out a further Nortel BCM 400.

Blackwood
The Blackwood office had an old legacy PBX in place that Datasharp replaced with a BCM 400 system with integrated DECT throughout their factory and office areas.

Algeria
The users in Algeria had no PBX in place at all and were using a number of analogue PSTN lines with no functionality. When they moved into new offices they decided to have a BCM50 system installed that gave them a whole host of functionality that they simply never had before, enabling them to handle calls in a far more efficient way.

What the client said