Athens, Greece- OTE the Greek PTT initiated the upgrade of its Directory Assistance call centers by using TeleData’s T3 Platform which were supplied by TeleData’s business partner, Transcom LTD. In total, three call centers, which serve different geographical areas, will be upgraded to the Linux based T3 platform. The primary purpose of this upgrade was that the existing system could no longer support the increasing call volume nor adapt to new technologies.

The first T3 platform was installed in the call center located in Patra, the third most populated city in Greece, and will serve the Southern part of Greece. The next two servers are expected to be installed within the next four months. The T3 serves as an auto-attendant, which distributes the calls to the appropriate directory assistance representatives depending on the caller id information.

Nikos Papadopoulos, responsible for the implementation of the project, said that “The two most common complaints from customers were that they were either being placed on hold for too long or their calls would get dropped while on hold. Further, employees were complaining that the call distribution was uneven, while some directory assistance representatives were receiving calls every minute; others had a call every hour. Since the day it was installed, we haven’t heard of any customer complaints.”

Yaniv Livneh, CEO of TeleData Technology, believes, “The competitive advantage of the T3 Platform is that it runs on Linux. The capabilities of this voice messaging solution adapt depending on the application it serves. Stable, reliable and secure are only part of the advantages the T3 Platform has to offer.”

According to Niko Papadopoulo, “OTE is also planning to expand the voicemails capabilities in the call centers by providing the directory assistance information through the T3 IVR solution, which will use Speech Recognition technology. The scalability of the T3Platform will allow us to grow as the company grows.”

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