Bell Canada, la Telefónica Canadiense, ha elegido el CMS de Stellent para gestionar los contenidos de la intranet que utilizan 13.000 trabajadores del Call Center de la compañía. La utilización del CMS para Call Centers es una de las más típicas. Stellent no tiene en España ninguna implementación hasta el momento aunque sí varios distribuidores.
NOTA DE PRENSA STELLENT USA
EDEN PRAIRIE, Minn.-Oct. 20, 2003– Stellent, Inc, a global provider of content management solutions, announced today that Bell Canada, Canada’s national leader in communications, has selected Stellent Content Management to enhance its call center operations.
Bell Canada will use the Stellent system to create, manage and publish content to an intranet site that will help improve the speed and accuracy of customer service representatives’ (CSRs) responses to customer calls. Stellent Content Management will act as a Web-based repository where CSRs can quickly search for and retrieve information that customers need, such as rate plan information, phone specifications and promotions. To ensure information shared with customers is accurate and current, approximately 500 Bell Canada employees will use Stellent to update content on the site.
Bell Canada also will utilize Stellent Content Management’s language translation capabilities to offer content in both French and English, and the Stellent Connection Server to aggregate content from Bell Canada’s other servers with information stored in the Stellent system. Bell Canada’s intranet will be accessible to CSRs across four divisions, improving communication among approximately 13,000 users.
«We are pleased Bell Canada has selected Stellent Content Management to support its intranet and call center operations,» said Robert Olson, president and chief executive officer for Stellent. «Bell Canada’s deployment demonstrates how large telecommunications companies can tap Stellent’s strong content management capabilities to improve how they serve and communicate with their customers.»
Stellent secured Bell Canada’s implementation in conjunction with Locus Systems Inc., a leading integrator of J2EE and .NET-based applications. Locus specializes in the design, development and implementation of multi-tier, enterprise architecture and development solutions; Web-enabled services accessible in wired and wireless protocols; and browser-based solutions for intranet, Internet and extranet deployments.