Thames Water updates contact centre operations with Unify

Thames Water is deploying OpenScape contact centre systems from Unify to improve customer service and more easily meet regulatory targets.


Thames Water is deploying OpenScape contact centre systems from Unify to improve customer service and more easily meet regulatory targets.

Unify’s OpenScape Contact Center and the underlying OpenScape Voice technology will enable Thames Water to take greater control of the day-to-day operation, administration and configuration of its contact centre.

This is achieved through improved visibility of operations with a real-time dashboard and a comprehensive reporting suite. The platform allows Thames Water to have greater reliability and flexibility in order to quickly configure and deploy new business units to meet consumer expectations, as well as the ability to modify call routing and allocate resources to demands as and when needed.

In addition, Thames Water will be supported by Unify’s managed services, including both hardware and software support, and training and remote monitoring.

A software assurance package is also included which guarantees that Thames Water is constantly up to date with the latest software enhancements. Unify will be working closely with Thames Water to ensure a smooth transition on launch day, with training and incentive activities for all agents across three locations.

Thames Water will widen its service delivery and both “in” and “out of hours” contact to further increase satisfaction, and meet increasing “always available” consumer expectations, Thames Water said.

Both agents and customers will benefit from enhanced features in the Interactive Voice Response (IVR) platform that enables sophisticated call routing and self-service options to speed up response times. Clear and instant access to data will equip agents to handle calls in the most efficient and effective way possible. This will increase first call resolution and improve the overall customer experience.

Functionality such as automatic speech recognition (ASR), postcode recognition and "text to speech", to identify callers and play incident messages where appropriate, will provide convenient services to customers and reduce operating costs, Thames Water said.

For instance, 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.

Andy Clark, head of IS services at Thames Water, said: “To achieve the highest standards and to meet the changing demands of increasingly tech savvy consumers, we need guaranteed performance and scalability from our supporting infrastructure.

"Having access to real-time monitoring and historical reporting ensures that agents are working effectively and efficiently to meet customer expectations.”

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