Ventura,
one of the largest UK owned customer management outsourcing
companies, awarded Business Systems ‘strategic-supplier’ status for
call recording, quality management and
business analytics solutions.
The contract commenced with the initial deployment of
approximately 2,500 agent positions going live in a project that
the supplier is running as a managed service for Ventura.
The rationale for such a way of working is the shifting dynamics
of outsourcing on such a scale that, sasy Business Systems , defeat
conventional supply and implementation methods.
The service is initially being deployed over two sites, one in
Leeds and one in Rotherham, with the applications being applied to
two of Ventura’s major clients. In addition, there is a progressive
commitment to roll out the application-suite to the remaining UK
sites as part of the standard Ventura business model.
The solution is based on the NICE Perform suite, which provides
each application as an independent module. This concept provides a
holistic view of organisational performance, culminating in the
ability to analyse all aspects of customer interactions.
Particularly of use in an outsourcing environment, it can identify
market trends and operational issues that Ventura says have
previously taken weeks to establish, by using tools like word
spotting and emotion detection.
Additionally, with data extracted from the system, a client’s
campaign can rapidly be reviewed, refined or changed on the fly as
needs dictate.
With analytics still a relatively new concept in contact
centres, Ventura’s Alan Linter, IT Planning & Projects Director
commented, “a project of this nature requires in-depth knowledge
and long-term commitment from the systems integrator to be
successful and this is what they provide. [Its] managed-service
model gives us enormous flexibility allowing us to expand and
contract without huge expenditure.”
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