Vodafone has signed a deal with Cheshire building society to deliver a unified communications solution, which will provide £100,000 in cost savings.
Cheshire Building Society customer service agents are linked by a Multi-Protocol Label Switching (MPLS) network, where they are based. Vodafone has also enabled centralised services, located at the Macclesfield head office.
The solution also means Cheshire can grow the number of contact centre agents and basing them at locations other than head office.
In addition to the MPLS network, Vodafone has implemented Nortel Contact Centre 6 Suite and Nortel’s CS 1000M IP communication server, which allows Cheshire to handle customer calls.
Cheshire Building Society Richard Basham-Jones said: “The team at Vodafone took the time to understand both our technical requirements and our business plan and provided us with a fully converged solution, to support what our customers want.
“We have now improved our customer service through integrated sales channels and increased our flexibility, all whilst lowering costs. The contact centre will also be able grow in line with future strategy.”
Vodafone also upgraded the building society’s existing Workforce Management solution, which helps manage its customer contact centre resources more effectively.