Thames Water deploys Cable&Wireless’ IP Contact Centre

The new system brings multiple platforms on to a single network

Thames Water has replaced its legacy call centre system at Swindon with Cable&Wireless’ IP Contact Centre, with the flexibility to increase or transfer agents depending on the future requirements.

Mike Tempest, customer services director at Thames Water, said: “The hosted IP Contact Centre service monitors, in real-time, the status of all users logged on to the platform so customer calls are delivered to the right agent at the right time. As the contact centre gets busier, we can bring in additional resources from the wider, one contact centre team to ensure our high levels of service are maintained.”

The IP Contact Centre handles voice calls, emails and web-based interactions such as chat or web collaboration, to enable the water utility company to keep in touch with its customers across multiple communication channels.

With 13.5 million water and waste customers, Thames Water call centre receives 4.5 million phone calls per year.

Under the three-year contract, Thames Water has replaced its multiple call centre platforms with a centralised one and converged separate voice and data networks onto a single network. Cable&Wireless’ IP Contact Centre has brought Thames Water’s 800 contact centre and back office employees onto one network.

Jim Marsh, CEO of Cable&Wireless Europe, Asia & US, said: “The IP based contact centre platform, hosted on the Cable&Wireless network, enables companies to replace legacy infrastructure with a single platform to manage all their customer interactions.”

The IP-based system also enables Thames Water to make use of the existing Call Recording and Workforce Management applications to increase the number of agents in response to demand.

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