TD Bank has signed a seven year contract with Bell Canada for the implementation of an outsourced IP-based telephony system across its call centres. Financial terms of the deal were not disclosed.
The new network will support over 6300 agents across 94 facilities in Canada.
Bell Canada says it will work with IBM to drive the transition to the new platform, which will be based on Cisco Systems IP contact centre technology.
Under the deal Bell will be responsible for converting the bank's entire contact centre infrastructure - including interactive voice response (IVR), call routing, switching, call recording, work force management and reporting capabilities - to IP.
Cisco will provide the core IP contact centre technology, including IP voice gateways, customer voice portal and IP phones, while IBM will help lead the transition from TD's current platform to IP, as well as develop and support ongoing call recording and performance reporting capabilities for call centre staff.