Upgrading Contact Centre Telephony Systems
Where we started
Our client operates a contact centre with a 365 day 24 hour service to customers and the public. The telephony systems that support the call centre were reaching end of life and as part of a wider review being undertaken by Pathfinder we were asked to review proposals to upgrade the systems.
Following the review and the acceptance of our recommendations, we were asked by the Customer Service business management to manage full implementation. With circa 400,000 calls per year, and 590 staff employed, this was a significant challenge and opportunity for change.