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The
solution, to be installed by communications integrator
Affiniti aims to help the retailer of reaching its
target of 3.5 million customers by 2009.
The contract is worth approximately £3 million
over three years and involves the planning, provision,
building and ongoing management of the Cisco-based
contact centres.
“The new contact centres will enable us to service
our customers quickly and efficiently,” says
Robert Kent, business relationship manager for CRM
at The Carphone Warehouse. “We currently handle
around a million calls a month and expect this to
rise significantly as more and more customers take
up Broadband.”
Through the IP contact centres, The Carphone Warehouse
will benefit from efficient integration of new agents,
sites and applications. Utilising Affiniti’s
intelligent call routing, enquiries can be distributed
via different agents on different sites.
“Affiniti is providing invaluable technical
expertise to complement our in-house skills and offsite
testing resources to ensure efficient implementation,”
adds Kent.
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