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Volt Delta to supply new switching and contact centre solution for British Telecom emergency service, directory assistance and operator service business
Volt Delta International Ltd, a subsidiary of US based Volt Information Sciences, is to supply its switching and contact centre system to BT plc in the UK, to support a wide range of BT’s operator services including its national 999 emergency call handling service.
Additionally it will support BT’s directory assistance services, including 118500, and other operator assistance services such as its alarm and reminder services and a wide range of wholesale services.
Volt Delta is supplying its OASIS application suite which offers BT the very highest levels of redundancy that it requires to support the critical 999 emergency service. A joint Volt Delta and BT team will deploy this large scale system in call centres across the UK supporting up to 1,000 agent positions.
The OASIS solution for BT includes complete switching and ACD capability, integrated voice IVR, call recording, sophisticated real time management information and comprehensive historic reporting. OASIS is a well proven solution with customers around the world, and also specifically for handling emergency services in the UK with other organisations.
The system will initially interconnect to BT’s telephony network using SS7 ISUP, although OASIS offers support for SIP interconnect to meet BT’s 21CN migration needs. OASIS also offers BT a range of open interfaces enabling BT to integrate the solution into its other systems, services and core infrastructure.
Volt Delta will commence implementation of this major system replacement during 2010 with live service scheduled for 2011. With the supply of its system Volt Delta will also be providing full 24x7 support services to ensure that the system continues to meet BT’s demanding ongoing service requirements.
The contract award is with Volt Delta Resources LLC, Volt Delta International’s immediate parent company.
Noel Hughes, managing director, Volt Delta International said: “Volt Delta is delighted to be working with BT in modernising the infrastructure that supports the major 999 emergency service in the UK. As one would expect, BT has set extremely demanding standards and requirements for this solution and we are very pleased that we have been able to satisfy these, both in our product capabilities, and also from an organisational viewpoint. We are now working closely with the BT team to ensure a successful and seamless transition to the new OASIS system.”
Luke Corkill, General Manager Voice Directory Services, BT Retail said: “BT has been through a thorough technical evaluation procurement process to ensure that this key piece of infrastructure will offer the complex mix of functionality and demanding service levels that are necessary to support the 999 emergency service. This is a major investment for BT, which recognises our long term commitment to providing 999, Directory Enquiry and Operator Services. It will enable us to maintain our long-standing reputation for best quality, highest accuracy and most efficiency in providing these services.”
