An innovative BT project that has significantly improved efficiency and service levels across customer support teams and brought ROI within 12 months has won Information Age´s Most Effective Use of IT in Utilities, Energy & Telecoms Award. 

London, July 2nd 2007: The BT ´Resolve´ project, which has at its heart the Corizon platform, simplifies contact centre agent experiences of the support tools they use when responding to customer queries. The Effective IT Awards, which recognise best practice and innovation in IT, were only won by 16 companies from a pool of over 400 submissions.

Kenny MacIver, Editor of Information Age and member of the judging panel, comments:

"The judges singled out the Resolve project for its highly innovative use of advanced technologies - AJAX, mash-ups and agile programming - within a core area of BT´s business. The Effective IT Awards are all about creating positive business impact, and Resolve clearly enhances both the quality of BT´s interaction with its customers and the customer experience itself"

Roger Buck, Broadband Helpdesk Change Manager at BT, comments:

"The Resolve project has provided significant benefits within our organisation and helped seed a new way of thinking in terms of how we manage software deployments. Corizon´s Platform has been instrumental to the success of this ambitious project allowing us to mash together components of different business applications to create something that is greater than the sum of its parts and much more finely tuned to the needs of our business. Receiving this award is a great endorsement of our best-practice approach and we´re thrilled by the recognition of the industry." 

Eric Guilloteau, Founder and CEO of Corizon, comments:

"BT has been fearless in reinventing the way it thinks about IT; focussing on the end user and leveraging the potential of the Corizon platform to full effect. The results they´ve had in a very short period testify to the strength of the approach and the recognition from the industry in these awards is very well deserved. As BT continues to deliver on its vision of moving away from stove-piped development, empowering their efforts to extend SOA principles to the UI, we expect they will run further award-winning projects. We are proud to have been a key part of their success here." 

About Resolve:

BT implemented Corizon´s software to streamline call centre agent productivity for its broadband support agents last year. There are over 4,000 agents using the system, with 1,000 working on it during any given shift. As a result of the implementation, the number of complex calls which are now resolved first time has been improved by 20%, and, on average, 25 seconds are saved from the handling time of each customer call. In addition to this, call escalations to BT Wholesale have been reduced by 8,600 calls per week.

Corizon technologies enable the useful parts of any set of applications to be transformed into building blocks of user interface (UI) called UI Services. These can then be ´mashed-up´ in a single composite UI, simplifying the user experience, cutting costs, and reducing the security risk inherent in opening entire applications to new users.

BT used this approach to develop the Resolve composite application with Corizon. This presents agents with a single view of the customer´s fault situation that can cope with the variety of tests that need to be coordinated to check faults on a broadband line. The flexible nature of Corizon´s platform allowed BT to use an agile development methodology. This allows new features to be implemented into the platform quickly to cope with evolving business requirements or specific issues highlighted by the user community. For more details on the implementation, and a full copy of the case study, please visit www.corizon.com.

About the Effective IT Awards:

The Effective IT Awards publicise and celebrate businesses that carry out best practice in IT. For more details on the awards, please visit http://www.effectiveit.com/awards/2007.