Flagship introduce integrated contact system

Flagship Group will soon be implementing a new integrated system for its Contact Centre to pull all forms of customer interaction together, providing a more efficient and adaptable service to better meet the needs of the business and its customers.

The solution, provided by Enghouse Interactive, is a platform that will allow multiple channel customer contacts to be integrated. Contact centre staff will be logged onto different channels, so all interactions will appear on one screen.

The expected benefits from the introduction of the new platform include:

• More efficient routing and handling of customer contacts resulting in:
  • Reduced call waiting times
  • Reduction in abandoned contacts
  • Higher customer satisfaction

• Improved reporting and data analysis resulting in:
  • More motivated staff
  • Upskilling and development of staff
  • 100% data capture

• A fully integrated platform, resulting in:
  • A seamless service for customers moving from one media to another
  • The ability to introduce additional text-based contact channels as required
  • Increased productivity through the ability for one agent to handle multiple text-based contacts at a time
  • Automated linking to other internal systems

• The integrated call recording function will allow easier searching and categorising of telephony calls

Matt Brazier, Director of IT at Flagship, said “We are really excited about introducing the new communications platform. It means we will be able to handle multiple channels of communication from our customers more efficiently, which in turn means our customers can do business with us however they wish – face to face, over the phone or by using digital services.

“As more and more customers become digital natives, this solution also offers us the flexibility to meet the ever-growing digital demands of future generations.”

For more information, please visit the Flagship website.

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