Ventura develops telecoms solution to enhance retail call centre operations

This article is brought to you by Retail Technology Review: Ventura develops telecoms solution to enhance retail call centre operations.

One of the UK's leading call centre operators for the mail order industry has helped develop a new telecoms solution in the latest stage of a longstanding partnership with TalkTalk Business. Their new technology is claimed to be set to radically improve efficiencies in the call centre industry, with Ventura providing contact centre support to major mail order companies.

The product solution known as 'Voice over Ethernet' - allows call centres to field 750 simultaneous calls over a single connection, replacing ISDN30 technology which only had the capacity for 30 calls. The built-in failsafe feature present over TalkTalk Business' robust Next Generation Network also promises extra resilience for calls, to reduce any risk of down-time. The solution is being introduced to all of Ventura's UK contact centres following the pilot product development phase to support the 50 million customer contacts made through the company every year.  

Andy McKenzie, Head of IT at Ventura said: "We're delighted to have been involved in this ground-breaking project and even happier that this technology means a greater quality service for our customers operating within the mail order sector.  

"We're now far more responsive to our client needs; as each Voice over Ethernet connection can handle 25 times more simultaneous calls than an outdated ISDN30 circuit. TalkTalk Business has given us the flexibility to allocate or cancel lines to all our clients more easily, helping us cope with the seasonal demands and peak sales periods experienced in the mail order industry."

TalkTalk Business' Head of VoIP, PBX and Mobile Product Management Ken Bailey said: "TalkTalk Business is anticipating an extremely high level of demand for this product; the ability to install Voice over Ethernet connections alongside an existing ISDN30 network adds to its appeal as an upgrade. Ventura was an excellent partner and we couldn't have developed the product without their support and knowledge of providing call centre operations to the retail sector. As a result, Ventura is now leading the way in its industry, with a solution considered at least 12 months ahead of its time by our developers."