Cheshire Building Society has awarded Vodafone UK the contract to provide a new communications network and virtual contact centre solution.
Under the terms of the contract, Vodafone will install a Multi-Protocol Label Switching (MPLS) network and a Nortel Contact Centre 6 Suite alongside Nortel’s CS 1000M IP communication server.
Vodafone claims that the new infrastructure will help Cheshire achieve £100,000 a year cost savings.
The MPLS network will enable Cheshire to distribute centralised services, located at its Macclesfield head office, across its 42 branches.
Meanwhile, the Nortel solutions will help the building society manage customer calls made to its branches.
If a local branch is unable to answer a customer call, the system will divert the call to a customer services agent in the virtual contact centre.
The new infrastructure will also help to improve Cheshire’s estate agency business by providing a virtual contact centre between all branch locations and centralised agents.
In addition, Vodafone upgraded Cheshire’s existing workforce management (WFM) system with the Witness WFM to help the building society manage its customer contact centre resources.
When Nationwide merged with Cheshire Building Society in 2008, the building society said that it had no plans to replace legacy systems Cheshire.