Retail Solutions - WHSmith picks BT to replace call centre technology

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.