WH Smith has replaced its call centre technology, using BT's Contact Central solution. The system enables the retailer to respond to customer contact via voice calls, e-mail, post, or Web from a single location.
The system took six weeks to implement and went live last month. A significant advantage for WHSmith was BT's partnership with CRM software specialist Siebel, which allowed the creation of a seamless, integrated solution.
BT has also completed installation of a broadband wide area network (WAN) into 80 per cent of WHSmith's stores, with a migration plan in place for the remainder.
The broadband WAN will support increased functionality for a new NSB EPoS system the retailer is implementing and enable more effective use of mobile EPoS and queue-busting schemes.
The broadband WAN will also support digital media distribution to plasma screens within the stores.