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Thames Water gets ‘on demand’ IP contact center

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CIOL Bureau
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LONDON,UK: IP solution provider Cable&Wireless has recently implemented the UK’s first ‘on demand’ Internet Protocol (IP) Contact Centre for Thames Water, the largest water utility company in the UK, as part of a multi-million, three-year, managed services deal.

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The ‘on demand’ nature of the solution gives Thames Water the flexibility to increase or decrease the number of staff resources on call as business conditions change - without the need for significant investment in agent licenses, according to a press release.

As part of the contract Cable&Wireless will deliver ongoing network support for the utility company. The flooding in South England in the summer of 2007 had affected Thames Water’s customer contact centre in Swindon, resulting in a temporary loss of service.

With 13.5 million water and waste customers, it wanted to ensure this never happened again, so Thames Water set about replacing its legacy system with a new, fully resilient integrated platform, which would enable them to deliver improved levels of customer service, the release added.

The IP Contact Centre solution provides both contact centre services and IP telephony to the whole of Thames Water’s Swindon centre.

Mike Tempest, Customer Services Director at Thames Water said: “The new converged IP environment delivered by Cable&Wireless has transformed the way we work and the levels of service we provide to our customers.”

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