Somebody found the following item, but it cannot accouont for all the action we're seeing here. Mostly takeover speculation and daytrading, I guess.
-ERICSSON: Volkswagen financial services opts for Ericsson for new dealer and customer call centres
Presswire - March 29, 1999 13:28
M2 PRESSWIRE-29 March 1999-ERICSSON: Volkswagen financial services opts for Ericsson to provide new dealer and customer call centres (C)1994-99 M2 COMMUNICATIONS LTD
Volkswagen Financial Services (UK) Limited has placed a contract with Ericsson for an MD110 PBX network with ACD and other associated applications to create two new call. centres. A new Business Centre will enable Volkswagen to handle vehicle purchase finance enquiries from its 750 Volkswagen, Audi, SEAT, Skoda, Volkswagen Commercial and Bentley retailers. A new Customer Services Centre will facilitate direct telephones contacts to and from existing Volkswagen 'Financial Services' 200,000 customers.
It is expected that the two Centres will handle some 750,000 incoming and outgoing calls per annum. Future planned developments will add extensive CTI, voicemail, automated voice response (AVR) and other facilities to the network.
The new MD110 network covers two sites in Milton Keynes a quarter of a mile apart, linked by an existing 2Mb Kilostream WAN with two servers used for data communications.
* Phase One of the project, now completed, included installation of the 5-LIM MD110 ACD, Call Centre Manager (a management information system), Call Centre Assistant (which provides a call centre desktop application), Dynamic Network Administration, extensions, and 50 agent positions.
* Phase Two covers the installation of a further 100 agent positions and a range of supporting call centre services, with the two Centres going live by 1st June 1999.
* Phase Three involves Ericsson supplying and supporting Genesys software to provide 'applications such as scripting, outbound dialling, workflow analyses, and flexible skill-based routing and agent selection, together with integrated AVR. CTI is facilitated by Ericsson's Application Link and Call Centre Assistant.
Cheers, Tuck |
