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January 6, 2014

Virgin Media Business signs £1m contract with City Link

The solution will allow greater flexibility, save on telecoms costs and improve the way City Link handles customer enquiries.

By Kate Heslop

Virgin Media Business has secured a £1m contract to transform the City Link contact centre services.

The solution, which is expected to be fully operational by the end of 2014, integrates a Cisco Unified Communications (UC) platform with Enghouse Interactive software and will aim to allow City Link to save on telecoms costs and improve the way it manages its customer enquiries.

Mario Di Mascio, sales director, Virgin Media Business, said: "This contract is about bringing the contact centre world firmly into the 21st century, reducing costs and overall response times."

The contact centre team handles two million calls from across the UK and will now be able to cut down on response times by seeing real-time customer information as the call arrives.

The service allows incoming customer calls to be recorded or turned into a video conference or instant messaging chat. It also enables the team to see the customer’s details and the number of calls waiting to be answered on their desktops and provides ‘presence information’, such as ‘on a call’ or ‘away’, so colleagues always know each other’s status.

James Coxon, City Link’s IT director, said: "Virgin Media Business’ ability to work with multiple vendors to suit our own specific needs played a major role in them securing this contract. "We’ve invested heavily over the past year in improving our IT infrastructure and are excited to welcome Virgin Media Business on board as part of our drive to improve the service we provide to our customers day in, day out."

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