9 March 2006 - Redwood Technologies, the leading provider of Converged Services and IMS solutions, is delighted to announce that The Carphone Warehouse has upgraded its front line UK contact centre interface to Redwood’’’’s award winning DNX®-1200. Set up in 1989, The Carphone Warehouse, trading as The Phone House internationally, is the world’’’’s leading independent mobile communications retailer, with over 1,400 stores in 10 countries.
The solution receives all incoming calls from customers connected to mobile networks such as O2, Orange, Vodafone and T-Mobile, with different DDI numbers set up for the range of IVR and call routing services.
The DNX-1200 allows The Carphone Warehouse to deal with customer enquiries quickly and efficiently whilst allowing huge headcount cost savings. Typical calls, such as bill balance and free minutes status checks, can be handled by the systems’’’’ IVR modules without need for agent interaction. On average, 40% of the 40,000 callers per day are satisfied with information received from automated IVR menus alone.
As well as providing vast cost saving benefits, the upgrade provides a redundant solution for enhanced reliability. Duplicated versions of the DNX-1200 system are installed at The Carphone Warehouse’’’’s Acton and Warrington sites, with the latter set up as a failover system, ready to assume the helpline functions at any time.
The DNX-1200 upgrade comes after the company experienced yet another year of outstanding growth. Simon Post, Chief Technical Officer, stated: “It has been another very good year for The Carphone Warehouse. Our excellent financial performance stems from our continued investment in growing our existing businesses and our ability to identify and exploit new commercial opportunities both through our existing asset base and via acquisition.”
The DNX-1200 is the latest addition to Redwood’’’’s range of DNX/INX™ (Digital Network Xchange™/Intelligent Network Xchange™) switching platforms and communications servers. The DNX-1200 is scalable to support tens of thousands of ports and millions of users by clustering DNX units into a larger INX configuration. The DNX-1200 supports a wide range of multimedia functionality including SMS, video, voice and fax, plus hundreds of signalling protocols such as SS7, E1, T1, WIN, SIP, H.323 and V5.2, enabling integration with any IP and switched circuit telephone network.
About The Carphone Warehouse
The Carphone Warehouse prides itself on offering impartial advice, unbeatable customer service and the widest choice of mobile phones and accessories. With more than 8,000 employees across the UK, career support and development is of paramount importance to The Carphone Warehouse. Extensive and regular training ensures that The Carphone Warehouse’s consultants are the most knowledgeable on the high street.
The annual independent employee survey highlighted that over 80% of Carphone Warehouse employees are proud to work at the company and cite it as a fun place to work. At the Retail Week Awards 2005, the company was awarded Innovative Employer of the Year as a result of its unbeatable employee benefits and rewards. The Carphone Warehouse also came 4th in The Sunday Times Best Big Companies to Work For 2005. For more information, visit www.carphonewarehouse.com.
For further press information, please contact The Carphone Warehouse Press Office on 0845 604 1207.
About Redwood Technologies
Redwood Technologies Ltd was established in 1993 and is a leading supplier of Enhanced Communications Services technology. It provides Value Added Network Services and softswitching equipment to fixed line and mobile operators, ISPs and ASPs. In addition, the company has also developed an important niche in the large enterprise market space where it manufactures specialist systems for financial services institutions and contact centres as well as developing bespoke software and hardware solutions for OEMs. Clients include Deutsche Telekom AG, BT plc, KPN Telecom NV and Nigerian Telecommunications Ltd. Today Redwood has installations in over 60 countries in over 1000 sites.
The company is headquartered in Bracknell, UK and has companies in Berlin, Germany; Kuala Lumpur, Malaysia; San Jose, California and Abuja, Nigeria.
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