Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

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.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Experience And Architecture

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

Published: Wednesday, April 28, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Translation Services

 
1.) 
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:

*T...
(read more)

2.) 
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.
 

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =