Press release
Effective IT Awards shortlist double highlights impact of Corizon deployment at BT
An innovative BT project that has significantly improved efficiency and service levels across customer support teams and brought ROI within 12 months has been shortlisted for two prestigious Effective IT Awards.
12th June 2007, London - The ´Resolve´ project, which has at its heart the Corizon platform, simplifies end-user experiences of IT for BT´s contact centre agents. It has been shortlisted in the ´Most effective use of software´ and ´Most effective use of IT in utilities, energy and telecoms´ categories.
BT implemented Corizon´s software to streamline call centre agent productivity for their 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/BT_Resolve.html
Roger Buck, Broadband Helpdesk Change Manager at BT, comments:
"We are delighted that the Resolve project has reached this stage in these prestigious awards. The Corizon platform has allowed us to empower our agents to spend time helping customers in a very innovative way, rather than navigating their way between different applications. The impact on agent efficiency and service levels has met all our expectations and it´s great that our work is being recognised in the industry."
Eric Guilloteau, Founder and CEO of Corizon, comments:
"BT is a pioneering company and has used the Corizon platform to full effect, realising some great results in a very short period of time. We bring an innovative approach to application development, fitting in with BT´s vision of moving away from stove-piped development, empowering their efforts to extend SOA principles to the UI. We are proud to have been a key part of this project."
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.
12th June 2007, London - The ´Resolve´ project, which has at its heart the Corizon platform, simplifies end-user experiences of IT for BT´s contact centre agents. It has been shortlisted in the ´Most effective use of software´ and ´Most effective use of IT in utilities, energy and telecoms´ categories.
BT implemented Corizon´s software to streamline call centre agent productivity for their 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/BT_Resolve.html
Roger Buck, Broadband Helpdesk Change Manager at BT, comments:
"We are delighted that the Resolve project has reached this stage in these prestigious awards. The Corizon platform has allowed us to empower our agents to spend time helping customers in a very innovative way, rather than navigating their way between different applications. The impact on agent efficiency and service levels has met all our expectations and it´s great that our work is being recognised in the industry."
Eric Guilloteau, Founder and CEO of Corizon, comments:
"BT is a pioneering company and has used the Corizon platform to full effect, realising some great results in a very short period of time. We bring an innovative approach to application development, fitting in with BT´s vision of moving away from stove-piped development, empowering their efforts to extend SOA principles to the UI. We are proud to have been a key part of this project."
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.
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