Thames Water Selects Unify

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Unify has announced it has been selected by Thames Water to support its corporate focus on improving customer satisfaction, meeting regulatory compliance and increasing operational efficiency to all 15 million customers.

Thames Water’s corporate objectives will be delivered through the flexibility, scalability and resilience of OpenScape Contact Center, OpenScape Voice and Unify’s Managed Service as Thames Water strives to meet its regulatory performance targets to become one of the top five companies based on aggregated industry achievement.

Unify’s OpenScape Contact Center and the underlying OpenScape Voice technology enables Thames Water to take greater control of the day-to-day operation, administration and configuration of the contact centre. This is achieved through improved visibility of operations with a real-time dashboard and a comprehensive reporting suite. The platform allows Thames Water to have greater reliability and flexibility in order to quickly configure and deploy new business units to meet consumer expectations effectively, as well as the ability to modify call routing and allocate resources to demands as and when needed.

Andy Clark, Head of IS Services, Thames Water, comments: “Our customers and the experience they have with us is one of our top priorities. To achieve the highest standards and to meet the changing demands of increasingly tech savvy consumers, we need guaranteed performance and scalability from our supporting infrastructure. Having access to real-time monitoring and historical reporting ensures that agents are working effectively and efficiently to meet customer expectations.”

Trevor Connell, ‎General Manager, West/East Region, Unify, adds: “We are proud to support Thames Water as it strives to provide the best service possible to both customers and employees. Consumers are now more than ever about choice and by investing in a technology and service roadmap, Thames Water will be able to offer a point of differentiation in the highly competitive Utility market. With OpenScape Contact Center, based on IPT softswitch technology, agents are better equipped to react and respond to customer demands. Our technology is modular and scalable in design, giving Thames Water the opportunity to expand and develop the platform as and when needed. It incorporates the potential for greater integration with social media and the desktop, giving the organisation’s employees new flexible ways of working.”