Contact Center Solutions Featured Article

UK's Vanquis Bank Sends New Call Center into the Cloud

November 08, 2012

The UK’s Vanquis Bank is sending its newest call center into the cloud, and it has chosen systems integrator Azzurri Communications (News - Alert) to implement and manage its new 550 seat, cloud-based contact center.

Call Center Helper is reporting today that the five-year contract will involve Azzurri installing a new Avaya (News - Alert) platform with Callmedia 5.0 overlaid as the management application in the facility, as well as updating the center to VoIP telephones. In addition, as part of the wide area network (WAN) provision, SIP endpoints have been installed in all of Vanquis’s four UK offices, split across two data centers. It’s expected that this VoIP installation will assist in ‘future proofing” the contact center for further expansion, as “virtual” spokes can be easily added. Every new site will immediately becomes a fully enabled branch office, ensuring business continuity and disaster recovery resilience.

“In our contact center, we make a point of ensuring customers can quickly and efficiently speak with someone who understands their unique situation and requirements,” said Adrian Dorey, Telecoms Manager for Vanquis Bank . “That’s why we choose to work with the best of breed providers in this market – Azzurri, Avaya and Callmedia.”

“Azzurri has an innovative product set and a clear understanding of our business and our objectives,” Dorey added. “They also have a very solid engineering base, so when issues have arisen (as they inevitably do with technology) we’ve always had a timely and educated response.”

The reason for the change in solutions and the equipment expansion is that the bank had reached critical capacity with their previous contact center system. They looked at either bolting on more capacity, or opting for a complete refresh with improved scalability, according to Call Center Helper.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Omni-Channel Success: It's All About the Data, and the Process

Research has shown that providing detailed product information helps customers make buying decisions more quickly, and retailers and brands are making efforts to capitalize on that. Whereas a few years ago, product listings may have included price, one or two photos and a basic product description, today's product information includes detailed, keyword-rich descriptions for SEO, additional photo views, videos, product comparisons, "people who bought this also bought" recommendations, warranty in… [ Read More ]
09/16/2014

Call Centers in Philippines Concerned with Talent Pool and Attrition

A recent study concerning call centers in the Philippines suggests that companies in the region fear that their talent pool is drying up and that employee retention continues to be a large problem in the industry. [ Read More ]
09/16/2014

The Patient Engagement Revolution: The Role of the Contact Center in the Middle East Healthcare Industry

Healthcare providers in the Middle East and Africa will spend $2.8 billion on IT products and services in 2014 - an increase of 2.8 percent over 2013, according to the latest estimates from Gartner. With spending expected to be concentrated on areas like building patient databases, mobile health, and preventive and diagnostic healthcare technologies, there is a dire need for healthcare providers to invest in patient engagement technologies. [ Read More ]
09/16/2014

The Waiting is the Hardest Part, But That May Change for Metropolitan Utilities District

Like the song says, the waiting is the hardest part, at least that seems to be the case at Omaha's Metropolitan Utilities District's (MUD) contact center. But the hardest part may be on the way out as the contact center looks to ramp up its level of service with a particular eye on shortening wait times for users to get access to service. [ Read More ]
09/16/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!