Cable & Wireless has installed an internet protocol (IP) communications system for the country’s biggest waste management firm Greenstar in a deal worth €400k.
Under the deal, Cable & Wireless delivered a new contact centre at Greenstar’s €25m Millennium Park headquarters in Dublin, with voice over IP (VoIP) connectivity to regional offices across Ireland. More than 300 staff members use the system.
The managed flexible system has enhanced customer service, reduced costs and is future-proofed for potential business growth, Greenstar said.
The core solution is delivered and managed on Cable & Wireless’ contact centre platform and links to a Nortel CS1000 Enterprise IP system. The communications company’s inbound voice network ‘Contact Lite’ offers enhanced call management capabilities, which gives more information to customer service agents about incoming calls. This has already led to radically reduced call and ordering queues, according to Greenstar. Call centre managers are now provided with unrivalled levels of information, allowing for better tactical and strategic deployment of resources across the Greenstar network.
Recent growth has added tens of thousands of new business and residential customers from all parts of Ireland to Greenstar’s client base. With the new IP communications system, Greenstar can now handle more than 5,000 customer calls per week via a single 1890 number. In addition, all of Greenstar’s internal calls are now made free of charge using VoIP on its nationwide virtual private network. Cost savings for Greenstar are estimated at 25pc.
“Cable & Wireless has built a scalable IP solution that gives us added flexibility and productivity, while saving us money at the same time,” said Alice Keogh, customer service manager, Greenstar. “New sites and offices can be added into the network with great expediency and it’s transparent for customers and staff alike. This is crucial as we continue to grow our business.”
“By bringing together the different strands of its dispersed communications systems, we have created a unified customer contact solution for Greenstar that gives it a very solid platform to grow, while meeting all of its customers’ service expectations,” said Noreen O’Hare, country director, Cable & Wireless.
By Niall Byrne
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