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

Interactive Intelligence Foundation to Raise Funds for At-risk Youth

Interactive Intelligence Foundation fund raiser for at-risk youth to feature IndyCar driver Ed Carpenter. [ Read More ]
08/22/2014

Australian Consumers Vent more online about Poor Customer Experiences

Australian consumers are more inclined to express their customer service views online than those in UK and US. [ Read More ]
08/22/2014

Interactive Intelligence Campaign Donates Over 500 Goats to Impoverished Communities

In late 2011, customer experience solutions provider Interactive Intelligence launched a very interesting campaign to get executives to speak with their sales people. In conjunction with international charity Oxfam, if you met with Interactive Intelligence, Oxfam would donate a goat to a needy family in an impoverished community in one of the many developing world countries where it operates. [ Read More ]
08/21/2014

What To Do When Your Customer Experience is Unsatisfactory

Ever since the recording by an angry Comcast customer of his less-than-wonderful attempt to just cancel his cable service went viral a few weeks ago, the Internet has been flooded with similar recordings. [ Read More ]
08/21/2014
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!