Friends Provident puts contact centres onto single Genesys system

Pensions and insurance firm Friends Provident is rationalising its contact centre systems with new Genesys telephony and desktop software.

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Pensions and insurance firm Friends Provident is rationalising its contact centre systems with new Genesys telephony and desktop software.

The company will replace its existing two operating systems with the Genesys software over the next five months, migrating its contact centre in Exeter, Salisbury, Dorking, Preston and Manchester to a single system in a move aimed at more efficient call routeing and handling.

A workforce manager tool will automatically re-route and adjust the flow of in-bound calls around the contact centres to spread the volume of calls at peak times.

The system will also allow call handlers to work remotely, offering staff more flexible working opportunities.

Friends Provident director of customer services Richard Crouch said: “This is just the start of achieving our vision for the Friends Provident contact centre. By the end of 2008 we will have introduced a multi-channel system that is driven by each individual customer or intermediary's preferred method of contact, putting them in total control of the relationship they have with us.”

The firm is planning further upgrades to its customer contact systems in a programme that will run until the end of next year, to offer online self-service support and enhanced phone services.

Last year Friends Provident extended its contract with Indian IT outsourcing supplier Wipro, after the outsourcer successfully developed a new web portal to handle pensions applications by independent financial advisers.

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