As part of the Xansa-led Crystal Alliance consortium, Redstone Converged Solutions will provide Northern Ireland Water Service (NIWS) with an end-to-end contact centre solution. This solution is being provided as part of the Crystal Alliance’s contract for the provision of the utility company’s new customer management systems.
Redstone Converged Solution has rolled out Avaya Communication Manager. This call processing software will help provide NIWS’ 760,000 customers with a fast and efficient customer service department. The software allows for calls to be answered more effectively and for customer queries to be dealt with more efficiently and, as it will be integrated with the back-end CRM system, agents will have background information on the customer at their fingertips.
“The Crystal Alliance is a consortium of partners who will deliver industry-leading standards of service by bringing their own specialist capabilities to deliver on this contract. Redstone Converged Solutions has a proven track record and expertise in the delivery of contact centre solutions and NIWS’ contact centre agents and customers will both benefit from this solution,” commented Alistair Cox, chief executive, Xansa.
Paul Kennedy, managing director, Redstone Converged Solutions, said: “We are delighted to be part of the Crystal Alliance. Our service excellence and extensive experience in the provision and deployment of telephony has allowed us to work with Xansa to provide NIWS with a best-of-breed contact centre solution that will allow for excellence in customer service.”
The contact centre solution is due to go live in October 2006 and Redstone Converged Solutions is offering full training for the system and is contracted to provide ongoing maintenance and support over a seven year period.