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News : DVLA chooses Wavenet to Transform their Contact Centre and drive their Digital Transformation Journey

#contactcenterworld, @WavenetUK

Solihull, UK  April 27, 2021 -- Wavenet announced that DVLA has awarded Wavenet Limited a 5-year contract to transform Contact Centre services along with their back-office telephony. This work will be delivered through the Telephony and Communications Technology Project, which sits under the Employee Experience Programme.

The requirement was tendered through the Crown Commercial Service RM3808 framework.

Following contract award, Wavenet has been working closely with DVLA to further understand their vision and ultimately support their digital transformation journey over the next five years beginning with the Cloud Contact Centre deployment. 

"From a customer perspective, this technology will deliver a greater choice around how and when customers contact us," commented Rob Holohan, Contact Centre Product Owner at DVLA. "A suite of MI and analytical tools will allow us to effectively measure and continuously improve the service we provide and ensure we are meeting customer needs."

"It also gives us a great opportunity to deliver modern customer service tooling for our staff – and by providing a greater understanding of the customer journey it allows us to offer a more personalised and efficient customer experience. The new solution will allow us to revamp our IVRs, automate some of the simpler enquiries that we receive and provide 24/7 support to our customers."

Content Guru’s storm(R) Contact Centre has been combined with Calabrio Workforce Management to ensure DVLA can forecast demand and intelligently schedule agent availability. The Calabrio app will also support individual agents with an improved work-life balance by allowing them to book and swap shifts more efficiently. A Mitel solution also integrates with MS Teams to provide enterprise voice and PBX features, delivering a full UC solution for all DVLA staff and enabling a work from anywhere approach.

"The project will transform our Contact Centre services through Content Guru’s storm platform," said Justin Griffiths, Project Manager at DVLA. "This solution will integrate with our existing web channels and new telephony services. It will provide increased opportunities for our customers to use self-service and automation, as well as providing our staff with enhanced and improved communications tooling."

"It has been a fantastic process getting to know the team at DVLA and working with them to develop and begin to implement a truly transformative solution," added Philip Grannum, Chief Commercial Officer at Wavenet. "We are passionate about integrating best of breed technology from world-leading vendors to push organisations forward, helping them realise the potential when people and platforms are aligned to a vision of delivering outstanding customer and employee experience. This Contact Centre solution is a vital step DVLA is taking in support of their digital transformation initiative, and I look forward to continuing to work with them to drive innovation."

#contactcenterworld, @WavenetUK

About Wavenet:
Company LogoWavenet is a trusted supplier of unified communication solutions to thousands of businesses, including Telephony, Internet, Cloud, Security and Mobiles.
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Today's Tip of the Day - Experience And Architecture

Read today's tip or listen to it on podcast.

Published: Wednesday, April 28, 2021

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2022 Buyers Guide Translation Services

OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

(read more)

Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.

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