Thames Water, one of the U.K.'s largest water and wastewater services providers, has selected Unify to support its corporate focus on improving customer satisfaction, meeting regulatory compliance and increasing operational efficiency to all 15 million customers.
Earlier this year, Unify introduced various new features and improvements to the OpenScape Contact Center Suite. And, considering the widespread usage of OpenScape Contact Center Suite, Thames Water strives to meet its regulatory performance targets to become one of the top five companies based on aggregated industry achievement.
Unify's OpenScape Contact Center and the underlying OpenScape Voice technology enables Thames Water to fulfill corporate objectives by meeting its regulatory performance targets to become one of the top five companies based on aggregated industry achievement. It helps Thames Water to take greater control of the day-to-day operation, administration and configuration of the contact centre.
The platform enables Thames Water to have greater reliability and flexibility in order to quickly configure and deploy new business units to meet consumer expectations effectively, as well as the ability to modify call routing and allocate resources to demands as and when needed.
Trevor Connell, General Manager, West/East Region, Unify, add in a statement, "By investing in a technology and service roadmap, Thames Water will be able to offer a point of differentiation in the highly competitive Utility market. With OpenScape Contact Center, based on IPT softswitch technology, agents are better equipped to react and respond to customer demands. Our technology is modular and scalable in design, giving Thames Water the opportunity to expand and develop the platform as and when needed. “
Thames Water can pre-empt an influx of calls due to a specific burst water pipe through "In-Queue" messaging, where customers can receive status updates without needing to speak directly to an agent, while also offering call-backs as an alternative to queuing.
SIM is designed to improve the level of service that water companies provide based on a combination of quantitative and qualitative measures to enhance customer service.
Edited by Alisen Downey