Cable & Wireless (C&W) will implement IP-based call centre system to Lloyds TSB Asset Finance. C&W’s resource planning tool will help to calculate the number of operators, reduce queues and improve customer response rates. Contract is signed for three years.
Running on C&W’s Multi service platform (MSP) telecoms network, the voice, data and call centre offering will consolidate various legacy systems into a single IP-based platform. C&W’s flexible system enables multiple network connections to run through a single circuit.
The platform will be rolled out at over 115 sites across the UK and Channel Islands. Around 1300 call centre operators and 3500 back office telephones will be migrated onto the WAN, LAN and IP telephony infrastructure.
“In the current economic climate, this solution will give Lloyds TSB Asset Finance a market edge as it will better meet the changing needs of its business and, most importantly, of its customers,” says Jim Marsh, CEO, Cable&Wireless Europe, Asia & US.
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