Barclays selects XMU+ call-processing system

Interalia has installed its XMU+ announcement and call-processing system at Barclays Stockbrokers' call centre in Glasgow, Scotland, for call routing and more.

Complementing Barclays' existing interactive voice response (IVR) system the 63-channel XMU+ is serving a dual purpose of providing call steering as well as business continuity across the non-XMU+-based call-steering platforms.

Handling around 25,000 calls a day, with 51 per cent being channelled through the IVR, Barclays Stockbrokers required a product that could help meet its rapidly growing volumes of business.

Barclays selected the Interalia XMU+ for its speedy delivery of call routing and fast and simple reprogramming capabilities that allows for quick turnaround for quick turnaround of business requests.

The system's programming capability offers a means of instantly changing announcements to ensure callers receive the most up-to-date information and has the facility to offload general telephony tasks from the IVR to free up expensive ports.

In addition, the XMU+ provides Barclays Stockbrokers with business continuity backup by being able to seamlessly switch calls from Barclays's call centre in Glasgow to its overflow site in Dundee in the event of an emergency.

The XMU+ also delivers call processing, Audiotext and music/messaging-on-hold.

Compatible with all major telephone systems, the XMU+ is easy to install and operate, according to Interalia.

It enables companies to create a time-and-date stamp that automatically activities messages for holiday and prescheduled events up to one year in advance.

The system can in addition play a specific message during peak hours to alert callers of extended wait times or indicate when their call will be answered.

The XMU+ offers between one to 63 ports and from two minutes to two hours recording time.

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