Lloyds TSB Asset Finance has inked a three year, multi-million pound deal with Cable & Wireless (C&W) for the implementation of an IP-based call centre system.
Running on C&W's Multi service platform (MSP) telecoms network, the voice, data and call centre offering will consolidate various legacy systems into a single IP-based platform.
The platform will be rolled out at over 115 sites across the UK and Channel Islands. Around 1300 call centre operators and 3500 back office telephones will be migrated onto the WAN, LAN and IP telephony infrastructure.
C&W says the system will provide Lloyds TSB Asset Finance with more control over how calls are managed and responded to, with a resource planning tool calculating how many operators are needed, reducing queues and improving customer response rates.
Line rental costs will also fall, claims C&W, with its IP (SIP) trunks allowing multiple network connections through a single circuit.
Jim Marsh, CEO, Cable&Wireless Europe, Asia & US, says: "In the current economic climate, this solution will give Lloyds TSB Asset Finance a market edge as it will better meet the changing needs of its business and, most importantly, of its customers."