Amcat is assisting Cartel Group Holdings PLC to develop a comprehensive financial solution for the customer. Amcat will provide an inbound, outbound and blended customer interaction system to enable the mortgage specialist to attract as well as retain customers.


Utilizing Amcat’s Contact Centre Suite technology as a managed service, Cartel will share the system’s capabilities across multiple sites. This would lead to savings on capital costs and human resources, as well as avoid the duplication of management staff at different sites. In future, Cartel may extend the system to home-based workers.

The new system integrates with Cartel’s bespoke CRM system called ‘Connect’ and extends the concept of customer care. The integration provides Cartel representatives interacting with customers with crucial data to support each dialogue.

Amcat’s product suite will be initially deployed at Cartel’s dedicated contact centre in Salford Quays and will expand to other locations in the future.

While the first stage of the project will deliver an inbound, outbound and blended customer contact platform, the second phase will link the Amcat system directly to the bespoke CRM solution.

UK Digital, Amcat’s sister company will reportedly provide all the telecoms lines for the system.

“The system contains all the features we require including on-line scripting, call recording and powerful database capabilities, as standard. Amcat technology also helps us to adhere to the latest compliance regulations in a highly automated manner,” said Head of International Communications and Associate Director at Cartel, Ian McCormick, in a press release.

For more information, visit Amcat or Cartel Group Holdings.

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Anuradha Shukla is a contributing writer for TMCnet covering call centers, CRM and information technology.

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