Using a land-based mobile cellular radio telecommunications network, our client achieves 99% coverage of the UK population, offering customers the most up-to-date technology and helping to ensure superior call quality and service. Call Centres are an important part of the product offering, providing a range of services such as Call Diversion, Personal Identification, Digital Operator Services and Personal Numbering, where a personal number independent of any telephone follows the customer to any location and can be forwarded to home, office, answering machine or mobile phone - wherever they happen to be.

It is important to monitor the Call Centres' performance, tracking and recording such variables as the number of people in queue, average queuing time and average time to handle a call.

The original equipment could provide information on historical and real-time data but information display was clumsy, the advantage of real-time data was not exploited and usage options were inflexible.

The new software developed by OCC enables a host of sophisticated applications. For example, a program allows information extraction from the system via TELNET onto a file or window and simulates user interaction with the system. In the simple case, this program works like a terminal emulator, recognizing the terminal escape sequences and deducing what part of the screen is being addressed.

The information captured from various data sources is distributed to the Call Centre wallboards in a timely manner and incorporation of real-time data is enhanced. Furthermore, an additional configuration interface means that information displays can be configured to specific needs. The new system combines leading-edge technology to deliver maximum efficiency and usability.