CCCS’ free national telephone service is at the heart of its work and helps over 500,000 individuals per year with call volumes reaching 6,500 per day. Following rapid growth in its business, CCCS had implemented three different contact centre solutions running over 10 different communication platforms across its 10 regional centres. By migrating from these legacy systems to the single distributed architecture of the ShoreTel UC system, CCCS has been able to streamline and standardise its communications, improving call handling and routing throughout the extended organisation.
“With the current austerity measures and spending review taking place, we expect even more households experiencing financial difficulties to turn to us for help and advice,” said Gordon Bell, CEO of CCCS. “It’s important that when dealing with a customer, our contact centre advisors can handle their enquiry quickly and efficiently. The ShoreTel UC system has made a real difference to our work, and by extension, to the lives of the people who turn to us for help.”
“When a business grows as quickly as CCCS it can be hard for the communications infrastructure to keep up with new sites added, new systems introduced and new applications being demanded by the contact centre teams,” said John Howard, managing director EMEA, ShoreTel. “Working with our partner Astro Communications, we’ve untangled CCCS’ legacy telephony systems and deployed a single, distributed UC system that brings simplicity to not just the management of their communications, but to the way they deliver services to their customers. This deployment with CCCS, our largest in the UK to date, is a real testament to the scalability of the ShoreTel UC system and the way we partner with our customers to deliver brilliantly simple communications.”