Northern Ireland Water makes the calls flow

Redstone Converged Solutions has won a £1.2m contract to supply a contact centre platform to the Northern Ireland Water Service (NIWS).

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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