Consumer champion Which? is to revamp the technology that supports its customer services operations, replacing an Alcatel system with an Avaya telephony platform with integrated voice recording from Verint.
Which? contact centre manager Paul Simpson (pictured) said the move would improve the company's ability to complete incoming customer communications via voice, web and e-mail. He expected the new system to pay for itself in a year.
Which? presently handles some two million voice calls and 250,000 e-mails a year. These volumes are expected to rise as consumers seek advice on how to get better value for money, he said.
Simpson said Which? runs different teams to deal with e-mail and voice calls and subject specialities. The new system will allow the charity to integrate the teams, improving the efficiency with which it delivers services to callers.