Bell Canada wins call centre contract with TD Bank

MONTREAL – Bell Canada has signed a seven-year contract with Toronto-Dominion Bank Financial Group to provide an Internet protocol-based call centre. Bell will work with partners IBM Canada and Cisco Systems Canada to implement the fully outsourced IP-based system, which will convert the bank’s entire call centre infrastructure, including interactive voice response, call routing, switching, call recording, and workforce management and reporting. TD’s calls are handled in 94 locations with more than 6,300 agents. The new system will feature an extensible enterprise-wide infrastructure that routes calls to the first available agent with the appropriate skills to handle specific customer needs,...