12/12/2006

Software Progressions Corporation completes large, 18,000 user Unified Enterprise Suite™ implementation for France Telecom

Solution: Tracker and Enterprise User Management Integrated with Cisco Systems Unified Contact Center Enterprise and NetCentrex IPCentrex

In 2004, France Telecom chose Software Progressions Corporation to implement Total Relationship Management and Enterprise User Management for it’s worldwide call centers which provide customer support to approximately 97 million subscribers with a support workforce of 18,000 representatives. Prior to the solution’s 2006 go live date, France Telecom was using several isolated systems for accepting and routing support calls with separate systems, application software, languages and databases.

As part of it’s expansion efforts in Europe, it became evident that a person traveling from France to Germany will not accept calling customer support and being answered in German without the representative having access to the customer’s record and history of activities.

Software Progressions Corporation worked jointly with Comverse to build an end-to-end solution for France Telecom. Software Progressions Corporation was responsible for converting all existing customer databases to it’s Unified Enterprise datebase™, semi structured database technology platform, providing, installing and supporting a customized version of it’s Total Relationship Management software on France Telecom’s network, and integrating advanced call routing features between it’s Unified Enterprise database™ and call center back-ends which include a combination of Cisco Unified Contact Center Enterprise and IPCentrex NetCentrex systems.

Software Progressions Corporation is currently in the process of upgrading France Telecom to the latest Tracker TRM™ Total Relationship Management system. This project is expected to be completed by the end of 2007 and to be followed by the implementation of the Corporate Central SaaS Portal.