Nasdaq GlobeNewswire

BT Dials in Corvil Analytics to Help Achieve World-Class Service Delivery for World's Largest Virtual Contact Centre

Del

Corvil empowers BT with the visibility and insight to achieve outstanding caller experience for a public sector customer serving 20M+ citizens

 

DUBLIN, Ireland, April 24, 2018 (GLOBE NEWSWIRE) -- Corvil today announced that BT Global Services has deployed Corvil Analytics to manage and optimise VoIP call quality of one of the largest contact centres in the world channelling its services through 30,000 agents across 180 sites.

As a leading provider of contact centre solutions globally, BT has a strong track-record in designing and implementing large-scale transformational engagements.  Looking to simplify service assurance and maintain call quality excellence in an environment where call volumes continually reach 12500 concurrent calls (12 new calls per second), BT sought to enlist an analytics partner.  In a climate of intense scrutiny on public sector performance and with stringent customer Service Level Agreements (SLAs) in place, BT selected Corvil to help improve caller experience by delivering greater insight into network and service performance.

Deployed across multiple data centres, Corvil provides BT with a live and retrospective view of the health of the overall contact centre environment, the call quality service level being delivered, and visibility into each of the 360,000 calls fielded each day.   Through Corvil's visualisation of the full call transaction and ability to drill down into the underlying messages, Corvil has helped to streamline cumbersome troubleshooting workflows from hours to minutes and improve overall call quality.

Allister Kemp, Divisional CTO of BT, said, "We reviewed the vendors in the market capable of providing an easy to use, in depth granular analysis of the large scale environment BT is managing and we believe Corvil is a market leader in this field. On deployment, their responsiveness has far exceeded our expectations.  We are seeing operationally a significant reduction in time spent resolving issues as well as the ability to enable engineers to pinpoint potential issues before they become critical incidents. We have been extremely pleased with the deployment of Corvil, not just from the solution perspective but all round professionalism of the team involved."

Improving the delivery of public service and meeting the rising expectations of citizens is a foremost concern for almost every government and commercial organisation.  According to a 2016 survey by the Governing Institute, 78 percent of state agencies identified live-agent calls as the primary way they engage with citizens.  BT enables this important citizen-to-government communication affecting millions.

Corvil equips BT with insight into call quality metrics such as Mean Opinion Scores (MOS), jitter, and packet loss correlated by agent number, caller number, time of day, and other call record details. These data-driven IT Operations Analytics (ITOA) allow BT to proactively identify poor caller experience, optimise end-to-end performance, and respond to issues faster.  Furthermore, BT can export Corvil data to facilitate further forensic analysis in to the call performance.

"Customer experience is a vital aspect of every business interaction today, requiring continuous granular analysis of services delivered over the network to understand and optimise those interactions,"  said David Murray, Corvil Chief Marketing and Business Development Officer.  "Corvil helps enable BT to meet its commitment to service excellence by providing visibility into service degradation as well as the actionable insight to proactively identify and remedy the source of issues that may affect customers."

About Corvil
Corvil is the industry leader for deriving Security, Operational, and Business intelligence from network data. As companies adopt faster and smarter machine technology, it becomes critical to tap into richer and more granular machine data sources to safeguard the transparency, performance and security of critical infrastructure and business applications. The Corvil streaming analytics platform captures, decodes, and learns from network data on the fly, transforming it into machine-time intelligence for network, IT, security and business teams to operate efficiently and securely in this new machine world. Corvil uses an open architecture to integrate the power of its network data analytics with the overall IT ecosystem providing increased automation and greater operational and business value outcomes for its users. The Corvil solution is trusted by leading financial institutions to safeguard their businesses across the globe involving 354 trillion messages with a daily transaction value in excess of $1 trillion.

Learn more about Corvil: Corvil.com | Twitter | LinkedIn

Notes to editor:

Media Contact
Press Office at Corvil
+353 1 859 1040
pressoffice@corvil.com

 



This announcement is distributed by Nasdaq Corporate Solutions on behalf of Nasdaq Corporate Solutions clients.
The issuer of this announcement warrants that they are solely responsible for the content, accuracy and originality of the information contained therein.
Source: Corvil via Globenewswire

Om Nasdaq GlobeNewswire

Nasdaq GlobeNewswire
Nasdaq GlobeNewswire
One Liberty Plaza - 165 Broadway
NY 10006 New York

+1 212 401 8700http://www.nasdaqomx.com

NASDAQ (NASDAQ: NDAQ) is a leading provider of trading, exchange technology, information and public company services across six continents.

Følg saker fra Nasdaq GlobeNewswire

Registrer deg med din epostadresse under for å få de nyeste sakene fra Nasdaq GlobeNewswire på epost fortløpende. Du kan melde deg av når som helst.

Siste saker fra Nasdaq GlobeNewswire

Ondot’s Mobile Card Controls Provide Protection to Thousands of Banks from ATM Heist Threat17.8.2018 22:47Pressemelding

-Card controls counter threat of FBI’s warning on unlimited ATM cash out crime - Santa Clara, Calif., Aug. 17, 2018 (GLOBE NEWSWIRE) -- US mainstream media is reporting on a FBI warning to banks of an impending cybercrime wave targeting ATMs in which thieves seek to steal millions of dollars by using cloned cards for fraudulent withdrawals. Ondot, the global leader in mobile payments services, provides consumers a simple protection with mobile-based card controls that can restrict ATM transactions without completely shutting off the card for legitimate needs. Ondot’s mobile controls can give consumers the ability to restrict transactions specifically for ATMs while leaving their cards active for in-person purchases, eCommerce, and other purchases. By locking the account’s use at an ATM, consumers can work with their financial institution to ensure other security best practices are in place while knowing that even a spoofed card will be unable to withdraw cash. If emergency cash is need

SEMAFO: Armed Incident in Bobo Area17.8.2018 15:48Pressemelding

MONTREAL, Aug. 17, 2018 (GLOBE NEWSWIRE) -- SEMAFO Inc. (TSX:SMF) (OMX:SMF) regrets to report that a bus transporting employees from the town of Bobo-Dioulasso to the Mana Mine in Burkina Faso was shot at by armed bandits this morning. In the exchange of fire between the policemen and bandits, one SEMAFO national employee and one sub-contractor employee lost their lives. Operations at the Mana Mine, located 80 kilometers from the incident, are not affected. Early analysis suggests that this incident and the armed incident that occurred in the Est region six days ago are unrelated. However, the Corporation will be increasing its security measures at Mana and take appropriate steps to ensure the safety of the mine and of its employees. The Corporation would like to express its sincere sympathy to families of the victims. About SEMAFO SEMAFO is a Canadian-based mining company with gold production and exploration activities in West Africa. The Corporation operates the Mana Mine in Burkina

ThalesNano Energy Introduces H-Genie™: Revolutionary Compact, High Pressure Hydrogen Gas Generation Platform for Chemists17.8.2018 11:00Pressemelding

Improves safety, expands chemistry, saves lives. BUDAPEST, Hungary and BOSTON, Aug. 17, 2018 (GLOBE NEWSWIRE) -- ThalesNano Energy LLC today announced, at the 256th ACS conference (booth: 1615), the launch of the first in the series of revolutionary new gas generators, the H-Genie™. The H-Genie™ is a compact high pressure hydrogen generator designed to be used in any laboratory as a safer and simpler alternative to hydrogen cylinders. Capable of generating hydrogen at up to 1 NL/min and 100 bar (1450 psi), the system can help expand chemists’ limited hydrogenation chemistry capability by providing high purity hydrogen gas, on demand from water, to batch and flow reactors. Neal Langerman, Principal Scientist at Advanced Chemical Safety, comments: “The presence of cylinders of hydrogen raises the risk level of a lab. While the explosion or fire hazard can be mitigated with a gas cylinder cabinet, this takes precious floor space and does not eliminate the 1300 liters of flammable gas from

PayByPhone Supports Additional Languages16.8.2018 19:47Pressemelding

Drivers can now use the app in Spanish and Chinese VANCOUVER, British Columbia, Aug. 16, 2018 (GLOBE NEWSWIRE) -- Drivers who pay for their parking with the PayByPhone app can now use the app in Spanish, Traditional Chinese, and Simplified Chinese. Later this year, the leading mobile parking payment service will also be available in Punjabi. The support of multiple languages increases PayByPhone’s usability for its diverse consumer base, who are located across North America, Europe, and Australia. To gain access to the newly supported languages within PayByPhone, drivers can simply download the latest version of the app and set their iOS or Android device to their preferred language. “We’re excited to have expanded our language offerings beyond English and French,” said Barrie Arnold, Chief Commercial Officer, PayByPhone North America. “PayByPhone is available in many multicultural cities worldwide, and this update improves the app’s accessibility. PayByPhone has gained a global presen

Global Dairy Platform Announces Dairy Farmers of America CEO Rick Smith as New Board Chair16.8.2018 17:52Pressemelding

ROSEMONT, Ill., Aug. 16, 2018 (GLOBE NEWSWIRE) -- Global Dairy Platform (GDP), a pre-competitive collaboration of dairy sector organizations focused on encouraging the appropriate intake of nutrient-rich dairy foods and demonstrating the sector’s role in sustainable agriculture, today announced the appointment of Rick Smith, President and Chief Executive Officer of Dairy Farmers of America as Chair of the Board of Directors. “It is truly an honor to serve as Chair of GDP’s Board of Directors,” noted Mr. Smith. “We are facing global food and health challenges that need short and long-term solutions. The work of GDP creates an avenue for collaborative action that demonstrates dairy’s valuable contribution to global food systems, healthy diets and sustainable livelihoods.” Mr. Smith will serve on the board along with Fonterra Co-operative Group Chief Executive Officer Mr. Miles Hurrell; China Mengniu Dairy Company Executive Director and Chief Executive Officer Mr. Minfang (Jeffery) Lu; Ro

GridGain Systems Named to Inc. 500 List of America’s Fastest-Growing Private Companies for Second Consecutive Year16.8.2018 09:00Pressemelding

GridGain Ranks 17th among Software Companies, 13th in San Francisco Metro Area FOSTER CITY, Calif., Aug. 16, 2018 (GLOBE NEWSWIRE) -- GridGain Systems, provider of enterprise-grade in-memory computing solutions based on Apache® Ignite™, today announced it has been named to the 37th annual Inc. 500 list, a highly regarded ranking of the nation’s fastest-growing private companies. This is the second year in a row GridGain has been named to the list. GridGain’s rank of 158 on this year’s Inc. 500 list is up from number 187 last year. The company is ranked 17th among software companies, 13th in the San Francisco metro area, and 37th in the state of California. The Inc. 500 represents a unique look at the most successful companies within the American economy’s most dynamic segment – its independent small and midsized businesses. GridGain provides an in-memory computing platform that delivers speed, scale and high availability to data-intensive applications. Built on a memory-centric archite

I vårt presserom finner du alle våre siste saker, kontaktpersoner, bilder, dokumenter og annen relevant informasjon om oss.

Besøk vårt presserom