Homeserve’s new call centre assimilates legacy system

Domestic emergency service firm Homeserve GB is to install software from Corizon as part of a £750,000 project to improve its call centre service.

Domestic emergency service firm Homeserve GB is to install software from Corizon as part of a £750,000 project to improve its call centre service.

Homeserve GB provides insurance-paid home emergency call-out services and repairs. It employs more than 650 contact centre agents to deal with customer enquiries.

The Corizon software will provide a new common desktop interface that will deliver a combination of information and functions to its call centre employees, so that sales staff or customer support agents receive appropriate information and are guided through relevant business processes.

The system interfaces with Homeserves’s legacy applications, allowing call centre staff to use the desktop as if it was a single application.
 
The software forms part of Homeserve’s £750,000 "Agent Intelligent Desktop" project, which will be rolled out to an initial 250 users at the company’s West Midlands HQ over the next three months. Integration with Homeserve’s IP telephony system will be managed by specialist firm Sabio.

Dean Cutler, Homeserve’s head of operations, said, “The Corizon technology gives us the scope to deliver a customer contact system that allows our agents to be more effective.”

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