25 November 2010 -- Azzurri Communications has secured a five-year deal, estimated to be worth £5 million over its lifetime, to install a solution for insurance group LV= based on Avaya’s contact centre technology.

The contract and work rolls out next year. The components of the solution are an Avaya IP Contact Centre for 1,800 concurrent users with capacity for 2,300 users, 2,300 IP telephones, compliance call recording, workforce management and an integrated callback application.

Azzurri Communications said that as well as gaining a stable telephony platform, LV= expects operational benefits, including increased control over contact centre operations, the ability to report more efficiently on business metrics and improvement in productivity.

LV= previously had nine different vendor contact centre platforms. The new solution, off a single SLA with Azzurri Communications, will save it £500,000.

Azzurri Communications chief executive Mark Quartermaine said: "Our contact centre managed service and systems integration capability is at the heart of our business and we look forward to deliver this significant project."

LV= chief operating officer Mike Newton said: "We knew that unless we made a change, it could hamper our ambitions. Se we scooped out a project for a single group-wide contact centre system, to replace the fragmented systems we had and to improve our disaster recovery and business continuity capabilities."

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.mobilenewscwp.co.uk