Service provider Azzurri Communications has secured a contract with the AA for the development, deployment andsupport of a new Contact Centre solution. The service will see the AA’s two business streams – Roadside Assistance and Insurance – combined into a single integrated system.
The solution is based on a platform from Avaya and will seek to improve call answer speeds for Roadside Assistance and Insurance. The new
system will be able to route calls more intelligently, Azzurri said. The AA is expecting to see an improvement in customer service, particularly in call answering speeds.
Azzurri’s Contact Centre Practice has developed a new front-end application to automate and improve the identification and validation of insurance renewals. By integrating the self-service application with the new CTI (Computer Telephony Integration) application, customers will no longer need to enter personal identification numbers.
Azzurri sales and marketing director Jason Standerwick (pictured) said: “Contact centre virtualisation is increasingly a very smart move for businesses to consider as they seek to enhance their customer service and competitiveness, whilst continuing to reduce costs.
“Azzurri’s customers who choose this path, like the AA, can benefit from our strong vendor relationships, our long history of consistent implementation and reliable support services and our clear commercial vision.”
Acromas Group (AA’s owner) director of IT operations Phil Buley said: “We chose Azzurri as the commercial insight it demonstrated during the tender process really stood out. We already knew of its ability to deliver and of its excellent customer service and support through its longstanding relationship with Saga, another company within the Group, so the decision made a great deal of sense.”