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’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.
- Water companies join forces to fight the unflushables Sewer teams from Southern Water, NI Water and United Utilities (UU) met up last week to discuss the best ways to tackle... Read More >
- Consumer Council for Water appoints Phil Marshall as deputy CEO The Consumer Council for Water has appointed Phil Marshall as its Deputy Chief Executive. Read More >
- Research on water ‘grand challenges' gets £3.9M boost A new £3.9M research project has been announced involving six universities and 26 companies from across the UK water... Read More >
- Moving towards maintenance 4.0 Water utilities need to embrace smart asset management technologies but that is only part of the solution, writes Chris... Read More >
- A data-led approach to clearing FOG Water utilities have a major challenge working with local food businesses to prevent fats, oils and grease entering the... Read More >
- The robots aren't coming... they're already here Stantec lead design engineer Dan Causley looks at advances in technology and their role in boosting productivity in the... Read More >
- Opinion: A smarter way to read the water network Smart metering technology could be the key to closing water companies' knowledge gaps about usage in their network -... Read More >
- Smart thinking: The digital asset management revolution With many of the pieces now in place for a digital asset management revolution, AI and machine learning solutions are set... Read More >