Nortel BCM400 BCM50 Case study

HMV Group

BACKGROUND
HMV Group * is a leading international retail group, comprising music store HMV and bookstore Waterstone's. Operating from some 680 branches across seven countries, the Group is an ambitious organisation that is expanding its range through an increasingly innovative set of channels to market.

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CUSTOMER NEED
HMV Group is a highly successful business. But it needs to ensure service remains excellent if it's to protect its status and profitability.

With this in mind, HMV Group sought a single communications provider to upgrade its head offices with more flexible, scalable PBX technology and phones, to support high volume customer enquiries. The Group also wanted every newly-opened store to receive modern PBX technology that could underpin more advanced in-store customer service tools.

NORTEL SOLUTION
HMV Group chose a variety of TDM and IP-ready Nortel voice technologies to support its diverse communications needs.

The Nortel Communication Server 1000 was chosen because of its Symposium and CallPilot solutions, which service the contact centres and deliver voicemails and faxes to all staff. A separate installation of Nortel CallPilot at the Group's customer service department and its Store Call Handling Centre delivers an auto-attendant functionality, enabling callers to navigate customised call menus.

The Nortel IP Phone 2000 Series is installed across the Group, using the HMV network for internal calls and breaking out onto the PSTN for external calls.

For the directors at the Group's Maidenhead head office, the Nortel Business Communications Manager 400 improves service to internal staff through automated call routing, whilst the Nortel Business Communications Manager 50 gives stores a route to IP and a breadth of communications tools in a single box.

Finally, the Nortel IP Softphone 2050 is being trialled for remote user access and potentially a more innovative in-store service.

RESULTS & BENEFITS
Improved customer service through auto attendant and automated call routing features, which enable call handlers to focus on delivering better service to customers
A path to more advanced communications in the future, since the Nortel solution is built to support enhanced next-generation communications tools, including unified communications and multimedia contact centre functionality

WHY NORTEL?
"Nortel is always going the extra mile. The team has been on hand to provide product knowledge and assistance with any development we might have underway. This, plus the reliability, scalability and functionality of Nortel technology is why HMV Group has become a Nortel partner."

Paul Hope,
Telecommunications Manager,
HMV Group