Cable&Wireless helps AXA UK to Redefine Customer Service

In a six year, £60 million telephony transformation contract, Cable&Wireless Worldwide will take on the management of the entire AXA UK telephony estate, enabling AXA to deliver an improved, consistent and seamless customer experience while reducing operational costs.

The estate spans 30 sites around the UK, with 3,000 telephone agents and 12,000 users in total. The managed solution provided by Cable&Wireless delivers a consistent telephony infrastructure. It has the flexibility to apply applications such as multimedia, which allows for the integration of email with telephony for call operators, and workforce management solutions to provide sophisticated forecasting, scheduling and analytics tools that enable effective planning of the agent workforce.

David Hynam, Group Chief Operating Officer, AXA UK, commented: “We recognised that a critical success factor in achieving our overarching corporate goal to redefine standards for customer service would be our communications infrastructure; which is why we have taken the decision to outsource our telephony management to Cable&Wireless Worldwide.”

Jim Marsh, Chief Executive Officer, Cable&Wireless Worldwide added: “To AXA, ensuring its customers can phone a call agent and receive a quick and efficient response each and every time is business critical. This is why we have been chosen to run its UK telephony estate. We’re providing an end-to-end managed service, which will significantly increase network availability and reliability. Redefining standards is at the heart of AXA UK’s strategy, and service is our top priority; the flexible nature of our solutions will ensure AXA UK and its customers will receive the very best service experience.”