Dublin software firm increases stake in UK call centre market

12 Nov 2002

Dublin call centre software Performix Technologies has increased its presence in the UK call centre market as a result of winning a deal whereby it will distribute its Emvolve performance improvement software amongst a further 500 agents at the Co-operative Bank’s Skelmersdale and Stockport contact centres.

Performix Technologies’ Emvolve software was developed to help contact centre workers improve their performance and productivity. The Co-operative Bank is one of the UK’s leading financial services companies and the decision to sign up for an additional 500 licences will see the solution deployed by customer facing staff within the bank’s debt management, mortgages and new business and projects units.

The bottom line business benefits that Emvolve Performance Manager has already delivered to the Co-operative Bank drove the decision to roll the solution out across all other areas of its customer services division, explained Louise Grills, head of planning and service management at the Co-operative Bank. “Emvolve was implemented in our contact centres in Skelmersdale and Stockport in September 2001. Since then we have seen significant changes in the performance and productivity of our employees within these centres,” she said.

Cathal McGloin, CEO of Performix Technologies, said that Emvolve has a proven track record of getting a return on investment in less than six months for its customers.

Last month, Performix secured a major 700-user deal with Scotland-based Intelligent Finance to implement Emvolve at three contact centres.

Earlier this year, Performix secured US$10.7m in venture capital, as part of a funding round led by Highland Capital Partners and ICC, bringing to US$25.7m the total backing in the company. The company has offices in England, Ireland and the US and over the past two years has managed to secure a number of multi-million dollar deals with Fortune 500 companies. Customers of the company include Cable & Wireless, AOL Europe, O2, Eircom and Conduit Europe.

By John Kennedy