Redstone Converged Solutions has won a £1.2m contract to
supply a contact centre platform to the Northern Ireland Water
Service (NIWS).
The contract was received from Xansa, the main outsourcing
supplier at NIWS, and sees Redstone join the Xansa-led Crystal
Alliance consortium managing services at the utility.
As part of the deal, Redstone Converged Solutions has rolled out
Avaya Communication Manager at NIWS. The call processing software
is designed to help provide NIWS’ 760,000 customers with a fast and
efficient customer service department.
The software allows for calls to be answered more effectively
and for customer queries to be dealt with more efficiently. As the
software is integrated with the utility’s back-end CRM system,
contact agents will have readily available background information
on the customer they are talking to.
The contact centre solution is due to go live next month.
Redstone Converged Solutions is offering full training for the
system, and is contracted to provide ongoing maintenance and
support over a seven-year period.
NIWS, an agency within the Department for Regional Development
Northern Ireland (DRD), awarded Xansa a seven-year, £70m contract
for the provision of a new customer billing and contacts system. To
fulfil the contract, Xansa formed the Crystal Alliance.
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