Birmingham’s NEC uses IP telephony to improve customer service

International Convention Centre

The NEC Group has installed a converged IP network and installed an 80-seat contact centre to boost customer satisfaction, decrease costs and improve sales at its four venues in Birmingham: The NEC (National Exhibition Centre), the LG Arena, The ICC (International Convention Centre) and The NIA (National Indoor Arena).

Around 2,000 employees now have better access to colleagues and free internal telephone calls through the Alcatel-Lucent converged voice and data platform. The software, OmniPCX Enterprise platform and OmniTouch Contact Centre Premium, gives real-time information to assist in streamlining and managing call-handling at peak periods of ticket sales.

"The evolution of The NEC Group box office into national ticketing agency The Ticket Factory last year meant that we required a more advanced approach to contact centre telephony. Given the obvious cost-savings and efficiencies that could be achieved through convergence, it made sense to transform the entire network and migrate to IP," said Andrew McManus, IT director at The NEC Group.

The convergence was completed over a six-month period by Amillan, an Alcatel-Lucent business partner.

David Parker, vice president for Alcatel-Lucent's enterprise activities in UK and Ireland said, "Enterprises like The NEC Group understand that service innovation requires a comms infrastructure that can support business now and in the future, meeting changing requirements as well as maximising employees' ability to share knowledge and collaborate in real-time."