Cable&Wireless Secures Multi-Million Pound Call Centre Contract

Cable&Wireless has won a three year, multi-million pound contract to deliver a next generation Contact Centre solution for Lloyds TSB Asset Finance, following a competitive tender process. The solution, run on its market-leading Multi Service Platform (MSP), will help Lloyds TSB Asset Finance to better serve the needs of its customers and improve business processes.

Cable&Wireless will provide a complete voice, data and Contact Centre system, bringing together various legacy telecoms systems into a new single IP based platform. It includes the deployment of IP Telephony to replace traditional telephone handsets, allowing more control over how calls are managed and responded to.

For Lloyds TSB Asset Finance, the new solution will assist the management, control and flexibility of its Call Centre operations, reducing call queues and improving customer response rates. For instance, during a time of heightened call activities, a resource planning tool will calculate how many operators are needed to handle the call volumes. The company will also benefit from reduced line rental costs thanks to Cable&Wireless’ innovative IP (SIP) trunks which allow multiple network connections through a single network circuit.

The scale of the project is large – migrating some 1,300 call centre operators and 3,500 back office telephones located in over 115 sites around the UK onto a completely new WAN, LAN and IP telephony infrastructure based on Cable&Wireless’ MSP network.

The MSP was developed to better serve the needs of global enterprises. Over 150 of its customers are on the MSP and benefiting from its increased bandwidth and speed. By focussing on fewer enterprise customers, such as Lloyds TSB Asset Finance, Cable&Wireless is able to invest in the solutions and services they really need.

The MSP will transport all Lloyds TSB Asset Finance information and services (voice, data, video and other media) via an IP-based infrastructure to provide customers with better services including; efficient, high bandwidth networks, quicker delivery times and higher service reliability.

The network is designed for flexible working and mobility, and can support activities ranging from a single call centre operator working from home, a small office requiring sophisticated call centre services, as well as larger contact centres receiving up to 650,000 calls a month. The technology also features email channel and call blending functionalities, allowing different call types to be intelligently routed to the operator with the correct skills to handle the call.

Al McMullan, Head of Technology & IT Strategy, Lloyds TSB Asset Finance, commented: “We want all of our customers to rank us as their number one financial services company and so updating our systems to ensure we can provide them with the best possible customer service is vitally important to us. We’ve enjoyed a great working relationship with Cable&Wireless for some time and its Call Centre proposition, coupled with its focus on delivering excellent service to large enterprises, made it the obvious best fit for our needs.”

Jim Marsh, Chief Executive Officer, Cable&Wireless Europe, Asia & US, added: “Our market leading MSP was created to deliver the most innovative and reliable services to global enterprises. In the current economic climate, this solution will give Lloyds TSB Asset Finance a market edge as it will better meet the changing needs of its business and, most importantly, of its customers.”

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