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| Vodafone UK Introduces New Communications Network Vodafone UK is helping Cheshire Building Society customers get the services they need faster and more effectively through the completion of a new communications network and virtual contact centre solution. This will deliver £100k cost savings to Cheshire. Vodafone's service means customer service agents can be located and linked by a Multi-Protocol Label Switching (MPLS) network, wherever they are based. This has also allowed for centralised services, located at the head office in Macclesfield, to be distributed to Cheshire's 42 branches. The solution has also meant that Cheshire can grow their number of contact centre agents by basing them at locations other than head office while still providing a seamless customer experience. In addition to the installation of MPLS network, Vodafone has implemented Nortel Contact Centre 6 Suite alongside Nortel's CS 1000M IP communication server, which allows Cheshire to set up the handling of calls to best serve their customers. For Cheshire, this means their customers can continue to call their local branch – and if the branch is not able to handle their call at that moment, it is quickly routed to a customer services agent in the virtual contact centre. The improved call routing means that more calls can be handled and answered quicker, giving an improved level of customer service. In addition, Cheshire now has one, easy to understand report of all inbound and outbound calls at all locations. The new infrastructure has also played a significant part in revolutionising Cheshire's estate agency business – improving customer experience by providing a virtual contact centre between all branch locations and centralised agents. Vodafone also upgraded the building society's existing Workforce Management solution with the Witness WFM which helps Cheshire manage its customer contact centre resources more effectively. write your comments about the article :: © 2010 Networking News :: home page |