NextiraOne has signed a new contract with existing customer The Listening Company to provide a new state-of-the-art Contact Centre environment at its newly acquired Manchester office. The new infrastructure will include Voice over IP (VoIP) telephony and full Advisor voice recording for around 500 Customer Service Representatives (CSRs), plus a new Local Area Network (LAN).
The Listening Company provides outsourced Contact Centre and Customer Service facilities for a range of household brands and Blue Chip companies, including Sky, Microsoft, Toyota and a number of major leisure and financial organisations. NextiraOne is a long-term partner and has implemented several previous Contact Centre solutions for The Listening Company, including its Headquarters in Richmond and sites in Portsmouth, Newcastle and Tonbridge.
Under the contract, valued at £1.2 million, NextiraOne will design, project manage and implement the new VoIP Contact Centre and Local Area Network for a site taken over by The Listening Company in Manchester city centre and will bring the facilities there to the highest standards and quality of service for Contact Centres. NextiraOne has designed a multi-vendor solution combining and integrating technologies from Alcatel-Lucent Genesys, Cisco and Nice. This represents a new technical design for The Listening Company and is being seen as a pilot project and the blueprint for possible future upgrades to existing sites.
The move to VoIP brings significant cost benefits as well as better quality and reliability of service, whilst the introduction of full Advisor voice recording provides the necessary compliance, particularly for financial transactions and customer service issues, important to many of The Listening Company’s major clients. It will also be used for training purposes.
“Our work puts us in the front line of customer service on behalf of our clients”, said Richard Simpson, Director of IT Architecture, at The Listening Company. “Quality of Service (QoS) and compliance issues are both of paramount importance since they directly affect the corporate image and reputation of our customers. The move to VoIP and full Advisor recording allows us to continue the process of improving our services with the right mix of quality and compliance, in over nine years of working together, NextiraOne has proven itself to be a reliable and cost-effective partner and we have returned to them for all our expansion needs.”
Richard Wright, Sales Director at NextiraOne UK, said: “The Listening Company is yet another example of how our long-term relationships with customers build a level of trust and partnership that not only leads to repeat business for us but encourages innovative approaches to customers’ needs. We listened to The Listening Company and proposed a solution which will provide tangible benefits in its operations.”