The AA has announced the completion of its network and contact centre infrastructure upgrade to a converged voice and data platform as part of its three-year managed network service deal with strategic telecoms partner, Cable & Wireless.
The deal has delivered significant operational cost savings and has simplified the AA’s processes, as a single supplier now handles all its service requirements. In turn, it has enabled the UK’s largest membership organisation to focus on delivering excellent service to its 15 million members.
It embarked on the year-long upgrade to replace a number of legacy voice, data and contact centre networks with a single managed IP network platform across all AA businesses including the Road Services division, its Financial Services arm, Driving School and Publishing operations.
As exclusive managed network service provider to the AA, Cable & Wireless is responsible for running and maintaining the 24 x 7 central service desk and managing all networks to ensure service continuity.
Trevor Didcock, Director of Information Systems at the AA explains: “We chose Cable & Wireless as our strategic telecoms partner, creating one dedicated supplier for managed network services. This supplier agreement is cost-effective, positions the AA network for the future and further streamlines our processes.”
Jim Marsh, CEO, Cable & Wireless UK said: “We’re dedicated to understanding our customers’ needs and delivering a great service experience. As the AA’s strategic telecoms partner, we take responsibility for telecoms strategy and delivery, allowing them to focus on providing services to its customers.”