MCI Offers Transatlantic Call Routing, Speech Recognition Platform

MCI Offers Transatlantic Call Routing, Speech Recognition
Platform
-Global ECR Allows Businesses to Reduce Costs, Improve Customer Service by
Enabling Contact Center Services in Major International Markets- 


ASHBURN, Va., July 20  /PRNewswire-FirstCall/ -- MCI, Inc. (NASDAQ:MCIP) today
announced the launch of its Global Enhanced Call Routing (ECR) service which
allows companies to accept, forward, and route contact center calls from their
customers internationally. This network-based solution helps customers decrease
end-user wait times, reduce overall management costs and increase customer
satisfaction.

Ideal for enterprise and government organizations with contact centers in
multiple countries, Global ECR significantly improves customer service levels
and protects users from the financial risk of equipment obsolescence, while
reducing capital investment costs. Global ECR eliminates a company's need to
manage a costly, premises-based Intelligent Voice Recognition (IVR) solution
and changes the economic business model from a capital intensive investment to
a pay-as-you-go solution.

"Global ECR gives multinational corporations the flexibility to establish
contact centers where it makes the most economic and strategic sense, while
maintaining the ability to respond quickly to international calls," said Nancy
Gofus, senior vice president of MCI IP Services. "The global reach and advanced
capabilities of MCI's contact center solution helps businesses improve their
customer service by efficiently managing calls between diverse contact center
locations."

Global ECR decreases the number of systems to manage and provides feature
enhancements that on-premises solutions may not be able to offer including
built in redundancy, flexibility and country-to-country routing. For example,
by using Take-Back-and-Transfer, calls can be transferred between agents within
the same call center or to a facility in a different country. Global ECR also
supports features, such as Menu Routing, Database Routing and Busy/No Answer
Rerouting to ensure all calls are received and routed to the most appropriate
call center or agent group.

With Global ECR, callers can hear pre-recorded messages, select prompts and
enter specific information via touch-tone or speech recognition, to have calls
routed to the appropriate agents based on subject matter, time of day, customer
request and other criteria. In addition, callers no longer need to sit on hold
waiting for an agent to understand the purpose of their call because the caller
makes decisions based on menu options presented to them, and the call is routed
accordingly.

To sustain international businesses, MCI's Global ECR is a multilingual
solution supporting British English, French, German and Dutch menu prompts and
message announcements. Additional languages are supported based on business
needs. By creating multilingual solutions callers can hear and respond to menu
options in their native language, as well as receive information in local
currency denominations. Global ECR also supports invoicing and reporting in
multiple languages and currencies based on a business's preference.

Understanding that global customers utilize numerous access technologies for
communications, MCI has designed its Global ECR solution to support major
international access types. This gives businesses the ability to support their
existing business model while moving to a feature-rich call routing solution.

MCI Global ECR is immediately available to US- and European-based corporations
with call center operations in major international markets

About MCI

MCI, Inc. (NASDAQ:MCIP) is a leading global communications provider, delivering
innovative, cost-effective, advanced communications connectivity to businesses,
governments and consumers. With one of the most expansive global IP backbones
and wholly-owned data networks, MCI develops the converged communications
products and services that are the foundation for commerce and communications
in today's market. For more information, go to http://www.mci.com/. 

DATASOURCE: MCI, Inc.



CONTACT:  Natasha Haubold of MCI Public Relations, 1-800-644-NEWS



Web site:  http://www.mci.com/ 

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