Financial services company Friends Provident is replacing two operating systems that currently serve its five UK contact centres with an intelligent telephony system to improve call management.
The company will implement the Genesys telephony and desktop software over the next five months, with the end of 2008 the target for a customer-driven system.
The company has contact centres in Exeter, Salisbury, Dorking, Preston and Manchester but it said that “using a single system across all sites will allow more efficient call routing and handling, with calls from intermediaries and customers being answered even more quickly.”
Richard Crouch, director of customer services at Friends Provident, said the company has set targets for its call contact centre development.
“By the end of 2008 we will have introduced a multi-channel system that is driven by each individual customer or intermediary’s preferred method of contact, putting them in total control of the relationship they have with us,” he added.
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