Redstone Communications and Avaya have announced the successful design and implementation of a state-of-the-art IP contact centre solution for UK financial services company Cattles plc, which was completed in under half the normal roll-out time. Redstone's solution included the first UK deployment of the Avaya Witness ContactStore for Communication Manager, IP call recording software that, together with a reduction in the amount of cabling required, saved Cattles approximately £74,000 on the cost of a traditional contact centre solution. Various recording modes - such as bulk, executive and on-demand - allow Cattles to track calls for compliance, quality and training. The CentreVu Management System (CMS) gives supervisors real-time reports, indicating how many calls have been taken, lost, dealt with or held in a queue. The solution enables Cattles staff to log into any of the desk phones in the contact centre, allowing them to work from any desk. With intelligent skills-based routing software, the system directs customers to the agents best qualified to deal with their call. This allows Cattles to provide more effective customer service and maximise the full potential of their staff. Redstone helped Cattles meet tight deadlines for relocation to new premises by migrating its 170-seat customer service centre in Hull to a converged communication network and IP contact centre system based on Avaya Communication Manager IP telephony software. The solution enables FTSE 250 company Cattles to handle inbound calls from its 700,000 customers throughout the UK. From agreement to completion the new system was implemented in 10 weeks, reducing substantially the typical lead time for an installation of its scale and complexity by over 50%.

www.redstone.co.uk
www.avaya.com