4net Technologies has combined with BT and Avaya to provide the UK energy company npower with a cloud-based contact centre solution.
4net Technologies has signed a multi-million pound contract with npower’s parent company innogy, to provide Avaya’s Aura Contact Centre technology, delivered as a BT Wholesale hosted communications solution. The service will be fully managed by 4net.
The new managed cloud solution will introduce multi-channel customer contact as part of a single integrated solution, developing the customer experience through a new range of automated features. The pay-per-use nature of the cloud solution replaces the need for upfront capital investment with monthly service charges which are aligned with customer demand following, for example, seasonal demand patterns.
The managed cloud solution will see 4net manage the end-to-end infrastructure, including delivering onsite and remote services to proactively manage the new platform.
Richard Pennington, CEO of 4net Technologies said, “4net have been creating ground breaking, innovative solutions for our customers in both commercial enterprises and the public sector for a number of years however, this project with Npower is particularly exciting for us.”
“The range of applications we are able to deploy and way we are delivering the solution through the innovative use of cloud services will help transform Npower’s business, enabling them to be innovative in the way they work with their customers, improving customer experience but also reducing their costs through our consumption based pricing model.”
“Over the years, we have built a reputation for long and successful relationships with our customers and we look forward to developing this with Npower.’
Gerry McQuade, CEO of BT Wholesale and Ventures, said: “This is a terrific customer win for our partner 4net and we’re proud to be playing a key part in this deal. The partnership will offer a wide range of capabilities through the power of the cloud, backed up by our strengths in building and managing high performance Ethernet networks.
“This deal demonstrates how resellers can draw on the strengths of BT Wholesale and Avaya to deliver cloud and unified communications solutions without having to make any capital investment. We believe that the best resellers are built on the firmest foundations, and our combined strengths in networks and managed cloud services will help our channel partners to win new business and respond to their customer’s needs, now and into the future.”
Ioan MacRae, Managing Director of Avaya UK added, “We’re helping npower to respond to a new generation of customers who prefer self-service and would rather pay their bill and input meter readings without speaking to an adviser.
“Avaya’s contact centre technology offers greater customer choice and therefore provides a better customer experience. We are helping npower eliminate traditional customer service boundaries, while at the same time offering a flexible and cost-efficient service that can be managed in line with seasonal demand. We are very proud of this partnership, which is all about understanding the value of great customer experiences and exploring capabilities of improving the contact centre experience.”
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