Contact Centre Featured Article

November 05, 2012

Vanquis Bank Signs Five-Year Contact Centre Contract with Azzurri


Vanquis Bank, the top U.K.-based credit card company, has selected Azzurri Communications (News - Alert) to implement and manage a new 550-seat, cloud-based contact centre. As per the new five year contract, worth 900,000 Euros, Azzurri will implement an Avaya (News - Alert) platform with Callmedia 5.0 overlaid as the management application.

Vanquis will upgrade to VoIP technology, expected to deliver 70 percent savings year over year.

 As part of the wide area network (WAN) provision, SIP endpoints have been installed in all of Vanquis' four U.K. offices split across two data centres, allowing for expansion in the future. Every new site immediately becomes a fully enabled branch office, ensuring business continuity and disaster recovery resilience.

Adrian Dorey, telecoms manager for Vanquis Bank, said their corporate objectives were to make their customers the focus of everything they did.  They sought to ensure that customers can quickly and efficiently speak with someone who understands their unique situation and requirements.

This was one of the main reasons they chose to work with the best of breed providers in this market, i.e., Azzurri, Avaya and Callmedia.

Callmedia, according to Dorey, complements the Avaya platform extremely well, as it offers flexibility to allow their contact centres to grow and seamlessly adapt according to the demands of their business. He also added that they have had an eight-year relationship with Azzurri, with a clear understanding of their business and their business objectives.

Because of Azzurri’s solid engineering base, they never had to worry about any issues when they rose.

As Vanquis had reached capacity with their previous contact centre system, they opted for a new and fresh contact centre system with improved scalability, and trusted Azzurri to help them make the move from an on-premises system to a hosted, cloud-based model.

They hope the capacity and the capability of the new system to support them for at least five years.

Vanquis Bank is part of Provident Financial, a FTSE 250 company, and has over one million U.K. customers. They are a predominantly U.K. bank, specializing in credit card lending, though recently expanded into the Polish market.

The breadth of these activities require Vanquis to segment its contact centre so the most appropriate agents are always on hand to speak to the customer.




Edited by Braden Becker


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