M&G is the oldest and one of the largest retail fund managers in the UK and specialises in investment management. The challenge for M&G was to install a converged, voice and data network with a state-of-the-art call centre solution in one weekend. M&G selected a Nortel Networks Succession IP-enabled Meridian 1, Option 81C PBX and a Nortel Networks Symposium Call Centre Server. Symposium is designed to address every call centre requirement, and the suite of applications includes call processing and agent handling, management and reporting, networking and third party application interfaces. Symposium also gave M&G the opportunity to make great strides forward in the quality of its customer care.
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