Conduit opens fourth contact centre

2 Apr 2003

Irish directory enquiry company Conduit is creating over 400 jobs at a new contact centre in Swansea as part of its launch into the newly deregulated UK directory enquiry service market.

Avaya won the contract to supply telephony equipment to the new centre while IT services firm Sabio was chosen to deploy it. Conduit will use an Avaya IP (internet protocol) telephony system to link Conduit’s new Swansea centre to its existing Cardiff and Dublin contact centres to allow it to distribute incoming calls between the centres during busy periods. In addition, statistical analysis software from the Avaya Contact Management System will provide Conduit with call traffic intelligence, allowing the company to monitor customer enquiry types and identify trends to improve service.

Sabio will install three Avaya IP-enabled G3r Definity communications servers and Avaya IP trunking to link all contact centres, lowering network and call costs; Avaya MultiVantage contact centre software; Avaya Interactive Voice Response software to automate simple customer phone directory requests and reduce costs; and support services for both Cardiff and Swansea sites.

In addition to the Swansea centre, the company employs 900 people in Dublin along with a further 600 people in Cardiff. Conduit’s two Dublin contact centres are located in East Point Business Park.

By Brian Skelly