HCL supports three call centres and smaller support sites throughout the UK, and has a turnover exceeding £140m.
This is the second BCMLite system that HCL has purchased from GemaTech, following the success of an installation at a subsidiary company.
Luke Harding, group IT manager at HCL, said, "The healthcare market is highly dynamic and we are constantly growing to exceed the demands of our customers. Callers expect us to be constantly available and responsive. As such, it is imperative that our telephone system is flexible, resilient and always accessible."
Located in one of COLT Telecom's secure datacentres, BCMLite enables HCL to re-direct incoming calls to any of its 12 sites, or anywhere else. It has the ability to play any number of personalised announcements to both the caller and the person being called in the event of an emergency.
Every call received on the company's 0870 numbers is automatically routed through BCMLite and forwarded on to the relevant office so, in the event of disruption, there is no need to implement a new system.
The calls are received by GemaTech's BCMLite in the normal way, but instead of being directed to the head office they are automatically redirected to any number of alternative numbers whether they be at another site, employees' mobiles or homes as required.
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