IP Telephony in TNT Express Poland
TNT Express Poland, branch of one of the world’s leading business to business express delivery company, has implemented the IP telephony system.
The IP telephony system covers all offices in Poland, making up a total near 500 users. The system implemented by TNT Express Poland is a response to a corporate program designed to unify customer service standards. Poland is the first country where TNT has addressed the challenge of implementing a project with such a high level of distribution.
– This pioneering solution allows the company to capture actual flexibility in phone call management. We have fulfilled the crucial factor to further territorial expansion of TNT Express Poland – says Robert Mianowski, General Manager TNT Express Poland.
This unification of telecommunications system entails a number of benefits also for the TNT clients, including reduced call centre waiting times. If the number dialed is busy or the client makes a call outside working hours, the system automatically searches for an available agent in other branches. This is of crucial importance in many situations, including accumulated calls from clients in one branch. The possibility to monitor the service in real time and to make immediate changes in configuration allows eliminating problems and consistently improving the quality of services provided.
– High quality calls will be provided through employment of dedicated transmission channels with QoS mechanisms – says Przemys³aw Ferdek, ICS Projects Specialist, TNT Express Poland.
Additionally, TNT Express employees are now able to use a corporate phone directory and 4-digit extension numbers. Communication within TNT Express Poland branches is free of cost (as based upon WAN). Furthermore, it is also possible to carry out remote coaching.
System implementation has been coordinated by Information and Communication Services, a division of TNT Express Poland. In addition, ICS Telecommunications, one data carrier (TP SA), voice carrier (Nortel), and the integrator of the systems employed (Kapsch Sp. z o.o.) participated in the project.
The implementation process began in March 2006 with an exchange of telecommunications lines, thus in the same month the system was already up and running in the first branch. The main stage of the implementation process was completed in less than three months.
– Currently, ICS team is working on integrating the system with the smallest TNT units and using the entire infrastructure to reduce telecommunications costs – says Przemys³aw Ferdek.
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TNT Express is the world’s leading business to business express delivery company. The company delivers 3.5 million parcels, documents and pieces of freight a week to over 200 countries using its network of nearly 900 depots, hubs and sortation centres. TNT Express operates over 19,000 road vehicles and fleet of aircraft and has the biggest door-to-door air and road express delivery infrastructure in Europe.
TNT Express employed over 48,000 staff worldwide per year end 2005 and is the first ever organisation to achieve global recognition as an Investor in People. The company reported revenue of € 2.9 billion in the first half of 2006. Operating income from TNT Express increased by 21.5% to €277 million in the first half of 2006 compared to the same period in 2005. The TNT Express website is: http://www.tnt.com/express
TNT N.V. provides businesses and consumers worldwide with an extensive range of services for their mail and express delivery needs. Headquartered in the Netherlands, TNT offers efficient network infrastructures in Europe and Asia and is expanding operations worldwide to maximize its network performance. TNT serves more than 200 countries and employs over 128,000 people. In the first half of 2006, TNT reported € 5.3 billion in revenues and 671 million EBIT from continuing operations. TNT N.V. is publicly listed on the stock exchanges of Amsterdam and New York. TNT recognizes its social responsibility, and has formed partnerships with the United Nations World Food Programme and the United Nations Environmental Programme to fight hunger and pollution in the world. More information about TNT can be found on its website http://group.tnt.com .
For more information please contact:
Aleksandra Stasiak, Omega Communication
Tel. 22 646 06 12, 602 115 401
e-mail: [email protected]
