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

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

AsiaPay Partners with Semafone for Secure Telephone-based Payments

Asia-Pacific electronic payment service provider AsiaPay recently announced that it has partnered with Semafone, a secure payment technology developer, to allow AsiaPay customers to complete telephone-based payments in its operating regions. [ Read More ]
03/24/2015

Cisco Brings Omnichannel Context to its Contact Center Solutions

Cisco Systems has expanded its contact center solutions with the addition of Context Service. The new cloud-based service, which Cisco is offering at no additional charge to its contact center platform customers, provides organizations with a complete view of their customers by aggregating customer information across all channels. [ Read More ]
03/17/2015

Interactive Intelligence Launches Latest PureCloud Services

Since revelation of its Amazon Web Services (AWS)-enabled multi-tenant enterprise collaboration and communications PureCloud platform in June of 2014, customer experience solutions provider Interactive Intelligence has been right on target with the announcement of new platform functionality. In January PureCloud Directory? was announced, and the rollout continues with the announcement of its latest additions: PureCloud Collaborate? and PureCloud Communicate?. [ Read More ]
03/16/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!