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Press / 2004 / 29^th February

InfoBasis Enterprise Skills Infrastructure helps transform contact centre performance

London, UK, 29th  February 2004– InfoBasis Limited, a leading provider of skills management business solutions, today announced that its Enterprise Skills Infrastructure (ESI) has been used to underpin Quality Plus Callscan Limited’s (QPC) skills management infrastructure, Séntrel.  To be launched in April 2004, Séntrel is a solution that will help transform contact centre performance by optimising an organisation’s skills and people at corporate, department and individual level.

"Our strategy was to bring together Workforce Management, Quality and Performance Management, and eLearning workforce optimisation systems into one solution.  The integrated solution will manage the complete skill deployment, assessment and development cycle, creating more efficient and effective contact centre operations.  InfoBasis has a highly reliable and scalable, skills infrastructure that they have spent several years developing and we were able to accelerate the development of our Séntrel solution, achieving our strategy more rapidly," said Chris Wilton, Head of the Skills Technology Group at QPC.

Under an exclusive global partnership signed last year, InfoBasis provided the core platform for the foundation of Séntrel. The platform enables a highly granular audit of staff skills and roles that is authenticated by managers and team leaders and is visible by all levels in an organisation. Skills and competencies can be viewed against business objectives, contact types, organisational models, job roles and vacancies. In addition training requirements can be understood and aligned.

Ashley Wheaton, CEO at InfoBasis explained, "Our solution is an excellent fit for the call centre market and with the combination of our unparalleled skills management expertise and QPC's extensive call centre knowledge a comprehensive solution has now been developed.  Séntrel will provide call centres with a unique and compelling proposition which may well revolutionise the way they manage their operations and InfoBasis are proud to play a part in this."

Séntrel will accommodate workforce structures and procedures without constraint, allowing users to re-align training and resources with their specific business requirements and achieve a greater return from their existing investments.  Séntrel integrates seamlessly with existing contact centre workforce optimisation technologies, providing detailed agent-skills manifests to leverage the effectiveness of skills based routing and workforce management systems.

InfoBasis started working with QPC in July 2003.  Under the agreement, QPC obtained exclusive, world-wide rights to InfoBasis’ skills management technologies within the contact centre market.  QPC already has several deployments of the core solution and there is great interest in its integrated call centre specific functionality from several other QPC customers in the UK and Australia.