INTERALIA PROVIDES SOLUTION FOR BARCLAYS CALL CENTRE

Handling around 25,000 calls a day, with 51% being channelled through the IVR, Barclays Stockbrokers required a product that could help meet its rapidly growing volumes of business. Barclays chose the Interalia XMU+ for its speedy delivery of call routing and fast and simple reprogramming capabilities that allows for quick turn around of business requests.

The system's programming capability not only offers a means of instantly changing announcements to ensure callers receive the most up to date information, but also has the facility to off-load general telephony tasks from the IVR to free up expensive ports. In addition, the XMU+ provides Barclays Stockbrokers with business continuity back up by being able to seamlessly switch calls from Barclay's Call Centre in Glasgow to its overflow site in Dundee in the event of an emergency.

Barclays Stockbrokers utilise CTI (Computer Telephony Integration) technology, which can be vulnerable to loss of functionality, said Tony Plowright, IT Systems Manager. The 63-channel XMU+ system we have purchased from Interalia provides us with a single platform for ACD announcements as well as a cost effective business continuity IVR system.

The XMU+ also delivers call processing, Audiotext and music/messaging-on-hold. Compatible with all major telephone systems the XMU is easy to install and operate. It enables companies to create a time-and-date stamp that automatically activates messages for holidays and prescheduled events up to one year in advance. The system can in addition play a specific message during peak hours to alert callers of extended wait times or indicate when their call will be answered. Offering between 1 to 63 port systems and from 2 minutes to 2 hours recording time, the XMU is one of the most advanced announcement/call processing systems available today providing exceptional sound quality and ease of use.