Virgin Media Business has secured a contract worth around £1 million to transform the contact centre services at City Link, the UK’s leading express parcels carrier.
The solution, which integrates a Cisco Unified Communications (UC) platform with Enghouse Interactive software, will allow City Link to save on telecoms costs and improve the way it manages its customer enquiries.
The contact centre team, which handles two million calls from across the UK, will be able to cut down on response times by seeing real-time customer information as the call arrives. They can also share information more easily via instant messaging or desktop-sharing, meaning callers no longer have to ‘start again’ when their enquiry is passed to someone else.
The service allows much greater flexibility in the way enquires are handled. With one click an incoming customer call can be recorded or turned into a video conference or instant messaging chat. It also enables the team to see the customer’s details and the number of calls waiting to be answered on their desktops, rather than on small display buttons on a telephone.
The service also provides ‘presence information’, such as ‘on a call’ or ‘away’, so colleagues always know each other’s status. For example, if one of the team is struggling to resolve a customer issue, they can search for an expert that is available on the network. They can then instantly transfer the call, boosting the overall number of calls resolved at the first attempt.
Virgin Media Business saw off stiff competition from a number of major players including a well-established incumbent to win the contract. The solution will be fully operational by the end of 2014.
Mario Di Mascio, director sales, Virgin Media Business, said: “This contract is about bringing the contact centre world firmly into the 21st century, reducing costs and overall response times.
“It also provides a platform to roll out instant messaging, presence and video to the rest of City Link’s telephony services.”
James Coxon, City Link’s IT Director, said: “Virgin Media Business’ ability to work with multiple vendors to suit our own specific needs played a major role in them securing this contract.”
“We’ve invested heavily over the past year in improving our IT infrastructure and are excited to welcome Virgin Media Business on board as part of our drive to improve the service we provide to our customers day in, day out.”