The new contact centre environment, based on Avaya Communication Manager, best practice solution will provide Which? with a more flexible and cost-effective customer contact environment to support its expanding UK consumer base and will enable the organisation to offer enhanced and more consistent customer service across its range of channels.
The Sabio solution will support the 100-strong Which? contact centre operation in Hertford and provide telephony support for the company’s London head-office building. An integrated recording capability based on Verint impact 360 will also be included in the solution. Avaya Platinum Partner Sabio won the contract after an in-depth procurement process, and its new solution will replace the existing Alcatel phone system.
“At Which? we handle over 2 million calls, a quarter of a million emails and written contacts each year, and those numbers are set to increase as we continue to evolve our business. It’s therefore essential that we support our customer contact activities with a best practice contact centre infrastructure that can really help us to realise operational efficiencies within the business,” commented Paul Simpson, Contact Centre Manager for Which?
Which? has also awarded a five-year support contract to Sabio to ensure that its new customer contact infrastructure performs optimally throughout the lifecycle of the project.
“We’re looking forward to helping Which? roll out its next generation contact centre capability and supporting the business as it expands the services it provides to consumers to help them make more informed choices in all aspects of their life,” added Sabio’s Consulting Director, Kenneth Hitchen. “With over a million customers subscribing to its magazines, website and legal advice service, Which? needs to rely on a scalable customer contact infrastructure, and we’re delighted that they have selected Sabio to support their business.”