Lloyds TSB Asset Finance has awarded Cable & Wireless a
three-year, multi-million pound contract to deliver a next
generation contact centre platform.
The updated contact centre will help
Lloyds TSB Asset Finance better serve the needs of its
customers and improve business processes.
Cable & Wireless will provide a complete voice, data and
contact centre system, bringing together various legacy telecoms
systems into a new single IP-based platform.
It includes the deployment of IP telephony to replace
traditional telephone handsets, allowing more control over how
calls are managed and responded to.
For Lloyds TSB Asset Finance, the new system will assist the
management, control and flexibility of its call centre operations,
reducing call queues and improving customer response rates.
For instance, during a time of heightened call activities, a
resource planning tool will calculate how many operators are needed
to handle the call volumes.
The company will also benefit from reduced line rental costs
thanks to Cable & Wireless' IP (SIP) trunks which allow
multiple network connections through a single network circuit.
The scale of the project is large - migrating about 1,300 call
centre operators and 3,500 back-office telephones, located in more
than 115 sites around the UK, onto a completely new wide area
network, local area network and IP telephony infrastructure.
Al McMullan, head of technology and IT strategy at Lloyds TSB
Asset Finance, said, "We want all of our customers to rank us as
their number one financial services company and so updating our
systems to ensure we can provide them with the best possible
customer service is vitally important to us.
"We have enjoyed a great working relationship with Cable &
Wireless for some time and its call centre proposition, coupled
with its focus on delivering excellent service to large
enterprises, made it the obvious best fit for our needs."