Lloyds TSB Asset Finance will migrate its contact centre on to Cable&Wireless’ Multi Service Platform (MSP) network. Lloyds hopes to reduce call queues and improve customer response rates by bringing together its legacy telephone systems on to a single IP-based network.
Under a three-year contract, Cable&Wireless will provide Lloyds with a voice, data and contact centre system. It will migrate around 1,300 call centre operators and 3,500 back office telephones located in over 115 sites around the UK onto a new WAN, LAN and IP telephony infrastructure based on the MSP network. The traditional telephone handsets at the centre will be replaced with IP telephony.
The MSP is Cable&Wireless’ next generation telecommunications network. The single operating network transports information and services via an IP-based infrastructure. Cable&Wireless offers a range of data applications such as IP-CCTV and Fixed Mobile Convergence via the MSP.
Jim Marsh, CEO of Cable&Wireless Europe, Asia & US, said: Our MSP was created to deliver the most innovative and reliable services to global enterprises. In the current economic climate, this solution will give Lloyds TSB Asset Finance a market edge as it will better meet the changing needs of its business and, most importantly, of its customers.