KCOM Group is further reinforcing its Contact Centre services organisation, JAM IP, in order to maximise opportunities within the Contact Centre market. JAM IP will be strengthened by pooling KCOM’s contact centre software development and solutions teams. The enhanced organisation is a Centre of Excellence within the KCOM Group.
JAM IP will take advantage of increased skill sets to build on its brand as a vendor independent and innovative provider of solutions and services for contact centres. Original software enhancements have already included speech recognition, self service and mobile applications. Customers include Carphone Warehouse, Teleperformance, Travelsphere, Ocado, and Dial-a-Phone. JAM IP will be headed up by Gary Butler, previously Sales Development Director of Affiniti.
Steve Morrell, Principal Analyst at ContactBabel said: “The contact centre industry will gain significantly through the consolidation of skills and expertise within JAM IP. By creating a Centre of Excellence like this the specialist knowledge, expertise and bespoke service will help to create innovative solutions to address the specific business challenges that contact centres face. By drawing on the experience of people dedicated to the industry, contact centres will have more opportunities to improve their business, providing for a healthy and successful industry.”
Malcolm Fallen, Chief Executive of the KCOM Group, commented: “JAM IP is well known and respected within the contact centre market and has an excellent reputation for innovation and expertise. By reinforcing the JAM IP brand and strengthening the team we are building on these skills and ensuring its leadership in the Contact Centre Services market.”