Founded in 1989, London-based Carphone Warehouse Group plc has grown to become Europe's largest independent retailer of mobile telecommunications products and services, with annual revenues of £1.77 billion. They needed to achieve competitive differentiation in a market characterised by rapid churn, maintain and enhance customer service in the face of growth and expansion into new areas and establish new contact centre in Warrington, UK, with 500 employees. They engaged HP to provide telephony and contact centre solution for new contact centre. HP Services was given responsibility for designing, integrating and implementing Cisco-based LAN VoIP infrastructure and IP Contact Centre.
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