Cannock builds next-generation call centre

NEWS Call centre specialist Cannock Communications is to build an outsourcing centre in Scotland. The Callflex facility is being developed into what Cannock calls "the first serviced call centre". Callflex's systems will be based on Lucent hardware and include CTI (computer telephony integration) and IVR (interactive voice recognition) technology. It is also fully Web enabled with email services linked to all of the 350 seats. John Howie, technical and marketing director at Cannock, said: "The technology uses multiple streams so it can run on different servers with different databases according to the customers' requirements. We intend to help the customer build a system that will make their business grow." Cannock also provides fully trained staff; training for the customers' own staff, and IT support. Howie believes the centre will be used by a variety of companies, from one-man bands to larger companies undergoing expansion. According to Cannock the centre is also suitable for one-off marketing campaigns. The centre will be available from January 1999, and the minimum contract will be for one year.