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Unify to run Thames Water's customer contact centres

Thames Water has contracted Unify to run its customer contact centres. Unify said it will support Thames' "corporate focus on improving customer satisfaction, meeting regulatory compliance and increasing operational efficiency to its 15 million customers".

Thames Water will have greater control of the day-to-day operation and configuration of its contact centreThames Water will have greater control of the day-to-day operation and configuration of its contact centre

Thames Water’s corporate goals will be delivered through Unify’s OpenScape Contact Centre, OpenScape Voice and Managed Service packages.

Unify said: “Our OpenScape Contact Centre and the underlying OpenScape Voice technology will enable Thames Water to take greater control of the day-to-day operation, administration and configuration of the contact centre.

“This is achieved through improved visibility of operations with a real-time dashboard and a comprehensive reporting suite. The platform allows Thames to have greater reliability and flexibility in order to quickly configure and deploy new business units to meet consumer expectations effectively, as well as the ability to modify call routeing and allocate resources to demands as and when needed.”

Thames Water’s head of information systems services, Andy Clark, said: “Our customers and the experience they have with us is one of our top priorities. To achieve the highest standards and to meet the changing demands of increasingly tech savvy consumers, we need guaranteed performance and scalability from our supporting infrastructure. Having access to real-time monitoring and historical reporting ensures that agents are working effectively and efficiently to meet customer expectations.”

And Trevor Connell, Unify general manager for the west/east region said: “We are proud to support Thames Water as it strives to provide the best service possible to both customers and employees. 

“Consumers are now more than ever about choice and by investing in a technology and service roadmap, Thames will be able to offer a point of differentiation in the highly competitive utility market.”

A Thames Water spokesperson told WWTOnline the company’s contract with Unify is in the region of three to four years, but will likely be extended.

Author: wwtonline newsroom,
Topic: Data, IT & Communications
Tags: customer service , water companies , infrastructure


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