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News : Thames Water Selects Unify to to Improve Consumer Satisfaction
Milton Keynes, England, June 19, 2014 -- Unify announces it has been selected by the UK's water and wastewater services provider, Thames Water, to support its corporate focus on improving customer satisfaction, meeting regulatory compliance and increasing operational efficiency to all customers.
Thames Water's corporate objectives will be delivered through the flexibility, scalability and resilience of OpenScape Contact Center, OpenScape Voice and Unify's Managed Service as Thames Water strives to meet its regulatory performance targets.
Unify's OpenScape Contact Center and the underlying OpenScape Voice technology enables Thames Water to take greater control of the day-to-day operation, administration and configuration of the contact centre. This is achieved through improved visibility of operations with a real-time dashboard and a comprehensive reporting suite. The platform allows Thames Water to have greater reliability and flexibility in order to quickly configure and deploy new business units to meet consumer expectations effectively, as well as the ability to modify call routing and allocate resources to demands as and when needed.
In addition, Thames Water will be supported by Unify's Managed Services including both hardware and software support, comprehensive training and remote monitoring. A software assurance package is also included which guarantees that Thames Water is constantly up to date with the latest software enhancements. Unify will also be working closely with Thames Water to ensure a smooth transition on launch day with training and incentive activities for all agents across their three locations.
Andy Clark, Head of IS Services, Thames Water, comments: "Our customers and the experience they have with us is one of our top priorities. To achieve the highest standards and to meet the changing demands of increasingly tech savvy consumers, we need guaranteed performance and scalability from our supporting infrastructure. Having access to real-time monitoring and historical reporting ensures that agents are working effectively and efficiently to meet customer expectations."
Trevor Connell, General Manager, West/East Region, Unify, adds: "We are proud to support Thames Water as it strives to provide the best service possible to both customers and employees. Consumers are now more than ever about choice and by investing in a technology and service roadmap, Thames Water will be able to offer a point of differentiation in the highly competitive Utility market. With OpenScape Contact Center, based on IPT softswitch technology, agents are better equipped to react and respond to customer demands. Our technology is modular and scalable in design, giving Thames Water the opportunity to expand and develop the platform as and when needed. It incorporates the potential for greater integration with social media and the desktop, giving the organisation's employees new flexible ways of working."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Involve Staff
More Editorial From Unify
Unify—formerly known as Siemens Enterprise Communications—is a large communications software and services firms. Our solutions unify multiple networks, devices and applications into one easy-to-use platform that allows teams to engage in rich and meaningful conversations. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, and dramatically improves business performance. Born out of the engineering DNA of Siemens, Unify builds on this heritage of product reliability, innovation, open standards and security to provide integrated communications solutions for 75% of the Global 500. Unify is a joint venture of the Gores Group and Siemens AG.
About Thames Water:
Thames Water Utilities a water and sewerage company, serving almost 12 million customers. Each year, the company’s 24-hour customer service centre in Swindon, handles over 3.5 million calls. Having also been awarded Dwr Cymru’s (Welsh Water) customer service contract, Thames Water handles calls for 1.2 million customers across Wales.
Published: Friday, June 20, 2014