Technology Awards

Queen's Award For Enterprise in the Innovation Category - In 2004, Opal Telecom received this prestigious award for innovation in telecommunications software and services

Call Centre Association - CCA is the professional body for customer contact. Opal has been a proud member of this association since 2003 and is now a Professional Affiliate

ISO 9001 Certificate - Opal's quality management system has been independently assessed to ensure compliance with this standard

Member of the Network of Online Commerce (NOC) - NOC is the internationally known Premium rate service (PRS) Trade Association that exists to promote and facilitate well-regarded, profitable enterprise in Telemedia markets worldwide. Opal's Head of Opal Media, Tony Couch, was elected by NOC members to join the committee and help represent industry views

Member of the Independent Committee for the Supervision of Standards of Telephone Information Services (ICSTIS) - ICSTIS is the industry-funded regulatory body for all premium rate charged telecommunications services. It is a non-profit making organisation that regulates the content and promotion of PRS services through its code of practice. They investigate complaints and have the power to fine companies and bar access to services. Opal is again represented by Head of Opal Media, Tony Couch. Opal is clearly regarded as a key industry voice by ICSTIS and we work closely with them to help combat fraud

October 2006 - BT wins Global Wholesale Carrier Excellence Awards

BT has received two 2006 Global Wholesale Carrier Excellence Awards from ATLANTIC-ACM, a Boston-based telecommunications industry research consultancy. The awards were based on resale customer ratings, and were for Customer Interface and Provisioning.
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BT has won the prestigious World's Leading Provider of Communications Solutions award at the 2006 World Travel Awards.

BT was voted the winner by tens of thousands of travel agents from more than 200 countries, and beat companies such as Cable & Wireless, Telewest, AT&T, Vodafone and Orange.

The World Travel Awards are now in their 13th year, and have been described by the Wall Street Journal as the travel industry's equivalent to the Oscars.
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September 2006 - BT wins prestigious sustainability award

June 2006 - BT Spain recognised by Dirigentes magazine

BT Spain has been awarded Premio Excelencia 2005 (Excellence Award 2005) in the "Communication" category, by business monthly magazine, Dirigentes. Companies who have previously won include Vodafone, Iberia and RENFE (National Railway Company). Other award categories are brand, quality, innovation, customer service, environment, management, business development and technology.

Dirigentes is a monthly magazine that has recently had its 20th anniversary and has a readership of 72.000 readers, 60% of which are top and mid managers. The magazine covers economic news and business stories for managers and decision makers.

April 2006 - BT internal security team wins at SC Awards
BT Global Services internal security team was named Best Security Team in SC Magazines European Professional Awards. The BTGS team won the award for the high level of professional skill and teamwork shown while protecting the organisations corporate information assets. SC Magazine covers all aspects of IT security, and its European award scheme is run annually.
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April 2006 - BT named among the top 100 global outsourcing leaders.
BT was selected among the top 100 global outsourcing leaders in the “Global Outsourcing 100” report, conducted by the International Association of Outsourcing Professionals (IAOP). The report ranks 100 Leaders (BT is # 53)—ranked according to 18 criteria and 100 Rising Stars, and sets a precedent by providing the first industry-wide benchmark for overall outsourcing excellence.
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March 2006 - BT and Voca wins finance sector award.
BT Global Services and Voca – formerly known as BACS Ltd – won the Best Network/Cabling Project of the Year category at this year’s Financial Sector Technology (FST) Awards. The Financial Sector Technology Awards, now in their sixth successful year, serve to highlight excellence and recognise ambition, skill and management of teams.
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BT’S MobileXpress is honoured by MobilTrax: Mobility Awards honor the best and finest mobile computing and wireless data communications products and services.
BT's MobileXpress was honoured today by MobileTrax LLC, a leading source of information on the mobile computing and wireless data communications industry at  the 2006 Mobility Awards.   These awards credit the best and finest mobile computing and wireless data communications products and services that were announced in 2005. 

Cable & Wireless wins Royal Bank of Scotland Technology Supplier Award

03 May 2006
Categories are Customer,  UK

Cable & Wireless was singled out to win the Technology Supplier of the Year award at the Royal Bank of Scotland's Supplier Excellence Awards 2006 ceremony, held on 6 April at Edinburgh Castle.

Designed to recognise outstanding levels of supplier performance, Cable & Wireless received its award due to its strong performance in the six assessment areas of: quality, delivery and service; innovation and service development; cost; management strategy and finance; process management and corporate responsibility.

A partner of the Royal Bank of Scotland since 2000, Cable & Wireless provides the bank with a variety of voice and data services including managed services, contact centres, global connectivity and protection against distributed denial of service (DDOS) security attacks.

Gordon Cameron, business manager for financial services at Cable & Wireless, commented: "'We are delighted to receive this award as it recognises our commitment to and passion for service excellence. To achieve this award, my team has proved we really understand the Royal Bank of Scotland's business, its competitive pressures and delivered results. There is no greater reward than a happy customer and I'd like to thank my team for its energy and valuable support."

Frank McGrath, Head of IT Operations at the Royal Bank of Scotland, said: "'We appreciate the difference our top performing suppliers make to our business and customers. Cable & Wireless understands our business and consistently delivers superior performance."'

Direct Response Proactive Web Chat Platform
http://www.liveperson.com/awards/

More than 5,000 customers use LivePerson’s award-winning live chat software to increase sales, improve customer satisfaction and lower service costs.

Here’s just a sampling of the recent awards, accolades and recognition we’ve received from industry-leading organizations.

007 ASPnews Top 25

For the fourth consecutive year, ASPnews named LivePerson one of the world’s top 25 Application Service Providers (ASPs). Updated quarterly, this list has included LivePerson since April 2003.

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Earning 43% of the votes, LivePerson Pro received the runner-up spot for the Small Business Computing Excellence in Technology Award 2007 in the E-Commerce: Customer Service category.

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The last telephone system you’ll ever need. 

Swyx, established in 1999, has offices across Europe, with headquarters in Dortmund, Germany. Today Swyx, now recognised as a market leader for IP telephony in major European countries, has enabled over 4500 businesses take advantage of the benefits of IP telephony. Renowned for its product innovation and superior business understanding, Swyx has been continually recognised through awards, journalist and analyst comments and reviews, product tests and customer testimonials. 

The Swyx system, a software-based IP telephony solution that works like any other software application through your existing data network, has the potential to build into a powerful business tool. Because the system is Microsoft^® Windows^® based, it integrates seamlessly with your existing IT infrastructure, including individual business applications such as security systems, Office applications, Finance and CRM systems, giving you one communication system that will move and grow with your business no matter how many people, sites or locations you expand into.

03.05.2005
German Tech Tour: Swyx is No.1

In the German Tech Tour venture capitalists analyse and rate 200 German enterprises every year. In 2005 Swyx is among the 27 companies which are predicted a chance to take world market leadership - heading the table in the category "telecommunications & infrastructure".

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Vodafone UK has 16.9 million customers and is part of the world’s leading international mobile telecommunications group. The company is committed to providing mobile solutions that allow both consumer and business customers to make the most of now. In addition, Vodafone connects customers across the globe with roaming agreements worldwide. It provides 3G roaming in 18 countries and offers great roaming value with Vodafone Passport.
For more information, please visit www.vodafone.co.uk.

Vodafone UK celebrates World Retail Award

Vodafone UK is celebrating success at the inaugural World Retail Awards. Vodafone UK and its retained IT supplier, Fujitsu Services, were awarded the ‘Best use of Technology’ award at a prestigious awards ceremony held in Barcelona on Thursday 29 March

Best Customer Focus: Telecoms, Technology & Utilities
ICSTIS
Telereal
Vodafone

WINNER:  Vodafone, Newbury

5th April 2007 — The ‘Best use of Technology’ was awarded for Vodafone UK’s implementation of Q-MATIC, a world-class queue management system, which has transformed the management of customer flow in the Vodafone stores.

Commenting on the award, the judges, made up of some of the world’s top retailers and senior industry experts, said that Vodafone’s automated queue management system was “truly transformational and clearly consumer-led. Vodafone has seen big improvements to sales in-store and customer conversion levels.”

Jonathan Dryland, head of Retail Development at Vodafone UK, comments: “Q-MATIC has revolutionised customer management within our stores and has provided fantastic return on investment. This award demonstrates that simple and sustainable solutions can deliver the highest improvements to store performance.”

Dr Mark Dorgan, European retail partner, Fujitsu Services, said: “Fujitsu has worked with Vodafone for more than 20 years and it is great to receive recognition from such prestigious industry awards. This award reinforces the great results that can be achieved when retailers and suppliers work in partnership together on initiatives that focus on improving the customer experience in-store.”

The World Retail Awards celebrate global retail excellence and are a platform for recognising innovation and outstanding economic, ethical and creative achievements.

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April 2007: O2's corporate/UK websites were voted the best in sector in the UK and second among all telcos from USA, Canada and the UK by the Customer Respect Group, an international research and consulting firm, which focuses on how corporations treat their online stakeholders. 

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March 2007: O2 has claimed the Mystery Caller Award at the Mobile News Awards. The team at O2's Bury Contact Centre was praised by the judges for "excellence of customer service staff" and as people who are courteous, can identify the callers' needs and offer genuine advice.

This award is decided by Mobile News magazine's 'mystery shoppers', who call all networks' Pay & Go teams once a fortnight with a different query and rank them.

March 2007: O2 named as one of the UK's top employers by being ranked fifth in 'The Sunday Times 2007 Best Big Companies to Work For' list. In addition, O2 was also short-listed in the best for giving something back category and was also top in the best for well being category. The Sunday Times Best Companies survey is undertaken once a year and seeks to recognise the best companies to work for in the UK.

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November 2006: O2 clinch Best Network & Best Mobile Service Awards. Voted for by customers, O2 picked up the Best Network Award and received more 5 out of 5 marks than any other network and were praised for "constantly making sure that current and new customers get the best deals available".  O2 i-mode was voted best mobile service.

November 2006: O2 UK picked up the 'New Media' award in the specialist and technique section of the PR Week Awards 2006.

O2 UK received the award for the successful Live 8 Text Ticketing service which raised more than £3 million for charity.

October 2006: O2 wins 'Gold Award' at IPA Effectiveness Awards 2006 in a ceremony held at the Park Lane Hilton, London.

October 2006: O2 Pension recognised as best around

O2's Pension Plan ("Plan") has won a top award for living up to our brand values of being bold, open, trusted and clear. We received 'Scheme of the Year' (medium sized) at the Professional Pensions Awards for having a fair, clearly explained and communicated, well managed and innovative programme.

October 2006: Top of the operators in Mobile Choice Awards.

O2 has been voted 'Best Network 2006' by readers of Mobile Choice Magazine. It's a fantastic achievement as it's an award that reflects everything we do as a network operator and was the big award on the night.

September 2006: Gold for the O2 blueroom at Wireless. O2 topped the IT/Telecoms category at the Event magazine Awards in London by winning the GOLD award for the most effective event activity with the blueroom at the Wireless festival.

June 2006: Ranked number one for customer satisfaction in pre-pay, post-pay and retail in JD Power survey.  This is the first time that a mobile operator has achieved all three.

May 2006: O2 UK named among the top 30 great places to work in the UK in a leading company survey. O2 achieved 26th place in the top 50 list published in the Financial Times, and organised by the Great Place to work® institute. The 'Best Workplace' list recognises organisations that are committed to a positive work environment for their people.

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November 2005:  O2 and the Mobile Interactive Group (MIG) won the 'Best use of wireless' category at the Interactive Marketing and Advertising Awards 2005 for the Live 8 mobile ticketing activity.

October 2005: O2 becomes the first FTSE 100 company to achieve the 'Investors in Excellence' standard at the British Quality Awards ceremony in London.

October 2005: O2 wins the 2005 'Best use of technology' award at the Chartered Institute of Purchasing and Supply Management awards. The awards are designed to celebrate and reward excellence in the field of purchasing and supply management and are a key event in the UK purchasing and supply management calendar.

August 2005: O2's UK, Airwave and Corporate Intranet site, vitalO2, achieved the highest rating of any Intranet Benchmarking Forum member site. It scored a maximum 10 points for both consistency and user engagement and was significantly above the IBF average in all other areas.

June 2005: O2 and the other UK mobile operators won the 'Best use of wireless' prize at the 2005 New Media Age Effectiveness Awards for the Tsunami text donation initiative, allowing customers to donate £1.50 per text message to the Disasters Emergency Committee.

November 2004: At the IPA advertising effectiveness awards, held every other year and seen as the Oscars of the advertising world, O2 scooped the blue riband Grand Prix plus an additional gold award - acknowledging O2 as having run the UK's most successful advertising campaigns of the past two years.

October 2004: Winner of the Mobile Data Association's Best Network of the Decade award which was given to the network "that has shown the most innovation in encouraging the uptake of mobile data over the last 10 years".

February 2004: GSM A Award winner for O2's joint 'Teach UR Mum 2 Txt' campaign with Milly's Fund. The award, for the 'Best use of mobile for accessibility', highlights the many positive social benefits that mobile communications has brought to people and communities around the world. The 'Teach UR Mum 2 Txt' campaign was developed from an idea by Sally and Bob Dowler, who turned to texting as a way of keeping in touch with Milly's sister Gemma after Milly went missing - the campaign encourages text as a simple unobtrusive way of teenagers and parents staying in touch thus increasing their personal safety.

November 2003: Winner of the National Business Award's 'Advertiser of the Year' for the 'Two Minute Challenge' campaign. Highly commended in the category of Corporate Social Responsibility.

November 2003: Winner of the 'Marketing Initiative of the Year Award' for the 'Two Minute Challange' at The Utility Industry Achievement Awards.

October 2003: O2 UK awarded 'Business of the Year' at The Thames Valley Business Awards, 2003. 

CTIA WIRELESS Honors Ollila for His Contributions and Leadership In Mobile Communications

Las Vegas, April 5, 2006 – CTIA WIRELESS 2006® today presented retiring Nokia Chairman and CEO Jorma Ollila with a lifetime achievement award honoring his numerous contributions, leadership and advancement of global mobile communications. CTIA WIRELESS opens today and runs thru April 7th at the Las Vegas Convention Centre.

In his keynote address, Jorma Ollila described the current and future developments in mobile communications and the way the size, growth and dynamics of the emerging markets are increasingly driving demand. He also reiterated that in 2006, Nokia estimates the mobile device market volume to increase globally 15% or more from the estimated 795 million units in 2005.

In concluding, Ollila said: "The great thing is that we are still in the early days of innovation not only in mobile devices and services, but also in our collaborative strengths. The future will see this market, and this industry, expand significantly."

"Under his leadership Nokia has led global innovation in mobility, enterprise and consumer electronics," said Largent. "Coined `the wireless wonder' by Time Magazine for his numerous contributions in advancing the marketplace, Jorma has made an indelible mark in the history of wireless communication. He has built Nokia into a world-class company and brand. His distinguished career has spanned more than 30 years and touched the lives of millions of wireless users at home, in the office and on the road."

Ollila has led Nokia's transformation into a company that sets the benchmark for mobile communications. He joined Nokia in 1985 and held a variety of key management positions before taking the helm in 1992. As CEO, he presented an ambitious strategy that successfully restructured the former industrial conglomerate and, along with his team, accelerated its growth into one of the most successful companies in both the mobile phone and telecommunications infrastructure markets.

Under his guidance, Nokia has achieved global market leadership and is listed on five major exchanges. Prior to joining Nokia, Ollila spent eight successful years at Citibank (today Citigroup), moving through various positions to management and board member.

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Call Scripter

The agent is effectively guided through the communication process with the customer, ensuring that all relevant information is collected in a controlled sequence and saved in the correct format at the right location.

Reports can be quickly delivered in a variety of formats, including automatic generation of letters, faxes, emails and SMS messages. CSV files can be produced for importing into other database systems. All reports can be scheduled to run at set times and delivered automatically.

This powerful scripting system enables non-technical staff to quickly and easily create full multimedia call flows for use by the company’s customer facing agents.

Colour, sound, pictures, video, hyperlinks and web content can be easily incorporated. CallScripter’s built-in product ordering module allows for the creation of complex shopping systems There are over 100 point-and-click controls and ready-made templates, which allow you to build and amend the most complex campaigns in a matter of minutes.

A series of database connection tools enable CallScripter to interact with legacy systems. CallScripter can connect to your telephone switch via CTI enabling agents to dial and transfer calls from screen. Incoming telephone calls can automatically launch the relevant campaign. CallScripter is a true thin client application: there is no client software to install on your agents’ PCs. This gives instant scalability with no limits to the number of agents using the product.

CallScripter 3.5 includes many new features, including CRM functionality, a new flexible reporting system, graphical script designer, workflow escalation, call recording capability, an enhanced diary booking system and a new billing module.

CallScripter 3.5 is a faster, more secure, reliable and scalable application.

The Executer is the software the agent sees on the screen.

For inbound campaigns screen popping can be used to present the relevant script to the agent, whilst telemarketing campaigns can automatically dial out from screen. The application incorporates a virtual wallboard featuring individual call statistics, daily news and enabling supervisors to send messages to individuals or groups of agents. CallScripter will integrate with Postcode software and, being browser-based, will allow the full functionality of the Internet on your agents’ screen.

Key features:

• Supports inbound and outbound calls, email, SMS and data entry
• Served in a browser. Caters for colour, logos, illustrations, multimedia
• Allows product ordering via an in-built shopping basket
• Screen popping
• Virtual wallboard featuring call statistics and agent messages
• Postcode locator can be included or CallScripter can integrate with your existing software
• Mid-call transfer of script information between agents
• Contact details and FAQ available at all times from script
• Spell checker

The Script Editor comes with a toolbox containing over 100 controls and templates as standard.

The software uses familiar drag and drop actions allowing pages to be moved and connected using the mouse.

This functionality enables the fast implementation of new campaigns whilst also offering the capability to build the most complex of scripts.

There are no limits to the number of pages or controls that can be used within a script.

Product lists can be imported into the shopping basket feature and direct connections to external databases are available. The Script Editor also links incoming calls to specific scripts enabling them to pop on the agents screen.

Key features:

• Scripts can be created for inbound, outbound, e-mail, SMS and data capture campaigns.
• Simple non-technical interface
• Controls allow complex tasks to be carried out without programming knowledge
• Adds new campaigns quickly and efficiently
• Make rapid changes to existing campaigns
• Visual Script Builder allows scripts to be created as flow diagrams with colour coded links
• Version control allows for campaign development without affecting the live environment
• Copy and transfer script functions allow the duplication of a script for use across multiple campaigns
• Audit function
• DDI management to automatically launch scripts via CTI

CallScripter has 3 expansion modules that can be supplied on demand to further enhance the functionality offered.

Web Access

The Web Access section of the software allows raw live data to be seen in real-time. Customers who have scripts running in the Call Centre can log in over the Internet from any location at any time to see data that has been collected within the script and download and produce their own reports from this information.

To set up remote access, the customer must be given an NT Account, be added to the User Admin section of CallScripter, and put in the Web Access group on the server. We recommend that people log in using a secure server certificate, which encrypts the data between the browser and the server.

The standard reports included with the module are:

• Call Report Daily
• Call Report Weekly
• Call Report Monthly
• Orders - Daily
• Orders - Weekly
• Orders - Monthly
• Download CSVs

New reports can easily be create using ASP and dropped into the relevant folder within the CallScripter Directory. These reports can either be developed by your own technical people or referred back to the CallScripter technical team who will quote for the work involved.

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