Cable & Wireless to Enhance Alliance & Leicester's Customer Service

📅 November 23, 2001 - UK's Cable & Wireless (cw.com) announced yesterday a five-year, multi-million pound strategic agreement with Alliance & Leicester(alliance-leicester.co.uk).

Cable & Wireless will integrate Alliance & Leicester's inbound and outboundcall centre operations into one "virtual contact centre" and manage severalthird party call centre suppliers, giving the organization a seamless, fullymanaged contact centre solution. The rollout phase will involve six ofAlliance & Leicester's call centres.
Cable & Wireless will use its Intelligent Network to link up Alliance &Leicester's call centres into one network-based contact centre. The keyelements of the solution will include Network Interactive Voice Response andNetwork Computer Telephony Integration. These technologies will ensure thatcalls are routed to the agents with the most appropriate skills, regardlessof which call centre they are located in.
"Cable & Wireless' expertise and quality of network will enable Alliance &Leicester to take advantage of an integrated technology service that willdirectly improve our business effectiveness, as well as customer service,"said Chris Rhodes, director, manufacturing & operations, Alliance &Leicester. "Our strategy is to create a 'single view' of our customersacross all communications channels, so that however and whenever wecommunicate with customers, we can provide the best service level. Cable &Wireless will be a key partner in these developments."

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