Lloyds TSB Asset Finance has signed a three year, multimillion pound deal with Cable & Wireless to implement an IP-based contact centre system.
The next generation network will link the company’s 115 asset finance offices across the UK and Channel Islands, and is aimed at improving business processes. The company said it would assist with the management of its call centre operations and help reduce call queues. A resource planning tool will calculate how many operators are required during different levels of demand.
Lloyds TSB also expects to save money on calls by using the supplier’s IP trunks to allow multiple network connections through a single network circuit. Some 1,300 call centre operators will use the service, using 3,500 back office phones, working mainly from central call centres - and some from home.
The voice and data network will link a range of legacy systems on the new IP-based platform. It will run on Cable & Wireless’ Multi Service Platform.