The Vodafone Total Communications Partner has won a five-year contract to manage the cloud-based contact centre for Laithwaite’s
Olive Communications has won a five-year contract worth £4 million to manage a cloud-based contact centre platform for wine merchant Laithwaite’s.
The Vodafone Total Communications Partner will use its Cloud Managed Services Platform to operate the centre’s workforce, voice recording and interactive voice response systems. Two secure data centres operated by Olive will support the platform.
Olive had beaten eight other companies to the five-year contract. Others in the bid includedunifiedcommunications specialist IP Integration and incumbent Alternative Networks.
Cloud-based contact centres allow staff to use various call centre applications in one package from any computer within the company. The method is considerably cheaper than traditional call centres which often have higher rental and maintenance costs.
Laithwaite’s operations director Martyn Oakley said: “Through the tender process we were looking for a partner that could not only provide us with a best in class contact centre solution, but also had the experience and capabilities to help us implement our digital customer contact strategy.
“The tender process included some of the largest communication providers in the UK, however Olive’s approach was very different to the others and they gave us confidence from the start.”