Web Hosting Provider MCI Offers Transatlantic Call Routing

HostReview.com
Thursday, July 21, 2005; 04:20 PM

MCI, Inc. (www.mci.com) announced the launch of its Global Enhanced Call Routing (ECR) service which allows companies to accept, forward, and route contact center calls from their customers internationally. This network-based solution helps customers decrease end-user wait times, reduce overall management costs and increase customer satisfaction.

Ideal for enterprise and government organizations with contact centers in multiple countries, Global ECR significantly improves customer service levels and protects users from the financial risk of equipment obsolescence, while reducing capital investment costs.

"Global ECR gives multinational corporations the flexibility to establish contact centers where it makes the most economic and strategic sense, while maintaining the ability to respond quickly to international calls," said Nancy Gofus, senior vice president of MCI IP Services.

Global ECR decreases the number of systems to manage and provides feature enhancements that on-premises solutions may not be able to offer including built in redundancy, flexibility and country-to-country routing. For example, by using Take-Back-and-Transfer, calls can be transferred between agents within the same call center or to a facility in a different country. Global ECR also supports features, such as Menu Routing, Database Routing and Busy/No Answer Rerouting to ensure all calls are received and routed to the most appropriate call center or agent group.

To sustain international businesses, MCI's Global ECR is a multilingual solution supporting British English, French, German and Dutch menu prompts and message announcements. Additional languages are supported based on business needs.

Understanding that global customers utilize numerous access technologies for communications, MCI has designed its Global ECR solution to support major international access types. This gives businesses the ability to support their existing business model while moving to a feature-rich call routing solution.