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The General Register Office for England and Wales (GRO) manages the registration of all births, marriages and deaths by the local registration service. Its dedicated contact centre handles 20,000 inbound queries a month, many of which concern certificate orders. The GRO decided to deploy an IP-based telephony system with contact centre functionality that would not only improve its call management capabilities, but also future-proof the contact centre's functionality for voice-activated directories, automated order tracking, and multi-media queuing for faxes, emails and web site interaction. Following a competitive tender, the GRO selected Computacenter, in partnership with specialist software reseller IDL-Mettoni, to deliver the new IP telephony system, which is based on Cisco technology.

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