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Prudential: Contact centre integration for financial services fitness
Prudential: Contact centre integration for financial services fitness
Challenge
With a mixture of contact centre technologies from different suppliers across diverse sites, Prudential had difficulty making best use of resources
Solution
Virtual IP contact centre, fully hosted in the cloud and featuring intelligent call management, call recording, IVR, and MPLS connectivity
Value
A flexible and future-proof consolidated contact centre platform, allowing any call to be routed to any agent in any location
Challenge
Anticipating and responding to its customers’ needs is the bedrock of Prudential’s success. In the UK, that aspiration was jeopardised by a mixture of contact centre technologies from different suppliers across diverse sites with disparate data and voice networks. The company’s contact centre strategy clearly needed attention.
Dan Weatherly-Emberson, Voice Platform Manager at Prudential Group Data Services, explains: “The absence of a single technology platform meant that we couldn’t make optimum use of our resources through, for example, flexibly routing calls to a choice of multiple sites.”