Azzurri Communications has announced that one of the UK’s largest contact centre outsourcers MM Teleperformance has signed a multi-million pound contract for the supply and maintenance of an Avaya IP telephony system. The solution will be implemented across its nationwide network of contact centre sites in Bristol, Ashby, Bangor (Northern Ireland) and Birmingham. Clients set to benefit from this investment include the Identity & Passport Service (IPS), NHS Careers, Sainsbury’s and Volvo Cars UK.
The new multi million pound investment calls for using one consistent telephony platform across all sites, improving overall quality and service delivery and making it internally easier to use, manage and support. Azzurri say the solution will also allow telephony links to clients’ regional offices and also within MM Teleperformance UK and offshore locations.
Jeff Smith, chairman of MM Teleperformance comments: “With our new communications set-up we are investing in the future. We are aware that in order to stay ahead of the competition we need to provide greater flexibility for our clients. Standardising our platform and introducing some new applications will make a great difference to our offering.”
MM Teleperformance’s ‘Project Telephony Refresh’ involves standardising their switch platform, introducing a single predictive dialling platform, utilising common workforce management tools and software and a single voice recording system. The project is now in its initial phase and will be finalised during the latter half of this year.
Each site is to be equipped with Avaya Communication Manager running on an Avaya S8720 Media Server, designed to support both digital and IP-based telephony within a distributed enterprise communications network.
Included in the solution is Avaya Modular Messaging, an IP based voice and fax messaging platform enabling quick and effective communication between supervisors and agents.
Azzurri is also installing the Avaya Interactive Response platform enabling MM Teleperformance to automate voice transactions via speech and touchtone. Avaya’s Call Management System was also added, providing the information and management tools they needs to monitor and analyse the performance of their call centres, showing where improvements are needed and where to take fast effective action.
MM Teleperformance will also benefit from Callmedia Advance, a single predictive dialling platform that enables maximised agent productivity by improving the quality and quantity of MM Teleperformance’s outbound calls, whilst complying with the new OFCOM regulations. The Callmedia solution offers improved flexibility through seamless integration and flexible use of outbound resources.
In addition, common workforce management tools and software from Blue Pumpkin have been installed, enabling MM Teleperformance to plan and establish goals for each agent, record and measure agent performance and analyse and investigate opportunities, trends and areas for improvement.
Martin St Quinton, CEO, Azzurri Communications comments: “The contact centre industry has suffered bad press over the years, focusing on bad customer experiences. With sophisticated new technology, MM Teleperformance can improve the customer experience and that is what is most important. Through Azzurri the business will gain a better understanding of its telephony and related costs which could lead to further financial benefits.”