Homeserve GB is upgrading its call centre software to give sales and customer support staff workflows that better match business needs, plus more relevant information to handle customer queries.
The firm, which provides insurance-paid home emergency call-out services and repairs, is installing software from Corizon that will also interface with legacy applications to allow call centre staff to access all relevant systems from a single desktop dashboard.
The software will be rolled out to 250 users at the company's West Midlands headquarters over the next three months. Integration with Homeserve's IP telephony system will be managed by specialist supplier 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."