Intouch Advance is implementing a contact centre solution with new fixed-line voice, high-speed data and Internet services for Kingstown Associates at their Driffield HQ facility in East Yorkshire, in a project-managed, three-phased approach that will eventually move the company to a cloud-based phone system. Phases one and two are already underway and phase three is scheduled for completion in January 2016. Full training forms part of the deal and will help Kingstown Associates optimise its ability to serve its customers more efficiently.
Previously, the company had used multiple suppliers to deliver a range of fixed-line, data and call-centre services. These had not, however, been meeting Kingstown Associates’ current business expectations, making it difficult for the company to perform everyday tasks easily and leading to fundamental problems with basic telephony and call-centre reporting.
Kingstown Associates’ Head of Operations, Paul Chambers, said, “We needed to overcome several fundamental communications issues that were impacting our day-to-day operations. We’d been with our previous communications suppliers for over six years and had cost and technical ‘issues’ that needed ironing out. Consolidating our suppliers into a single-source supplier has enabled us to move towards a cloud-based PBX platform. Forging a strong partnership to move the business forward is very important for us.
As part of the contact centre solution, Intouch Advance is deploying an Akixi hosted call management and contact centre reporting system. This will enable all call centre information and activities to be displayed on TV screens, giving supervisors real-time views and reporting of call-centre statistics, including agent activity and performance. New contact-centre services will also include an agent-friendly, call-recording feature, which will interlink with the company’s Sage Pay platform. This feature will allow agents to pause recording at their chosen desired moment.
Currently, the company’s contact centre handles four million inbound call minutes per year. The new systems and services will also enable Kingstown Associates to increase rebates across its 08 number ranges.
Scott Walker, Intouch Advance Sales Director, said, “Kingstown Associates is a prestigious customer and the award of this long-term contract highlights our ability to put solutions in place that meet truly demanding and very specific requirements, including cloud-based services. This implementation is a true convergence proposition supporting all their inbound calls, from 0800 to 0871 numbers, as well as a fully-fledged, unified communications, contact-centre solution supporting high-speed Internet and data.