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

CorvisaCloud: Listen to your Customers, Address Needs

A CorvisaCloud second annual customer service survey reported an improvement in customer service since 2013; while that is indeed good news, the bad news is that even though businesses profess that 'the customer is king', they don't seem to be doing enough to really wow them. [ Read More ]
10/01/2014

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014
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!