Working with BT and Avaya, 4net Technologies has provided energy company Npower with a cloud-based contact centre solution.
The multi-million pound contract with Npower's parent company innogy includes Avaya's Aura Contact Centre technology, delivered as a BT Wholesale hosted communications solution. The service will be fully managed by 4net.
The managed cloud solution offers multi-channel customer contact (via voice, email, SMS and web chat) and a number of automated features such as IVR, along with a pay-per-use model.
Richard Pennington, CEO of 4net Technologies, said: "The range of applications we are able to deploy and the way we are delivering the solution through the use of cloud services will help to transform Npower's business, enabling it to be innovative in the way they work with their customers, improving customer experience but also reducing their costs through our consumption based pricing model."
Gerry McQuade, CEO of BT Wholesale and Ventures, added: "The partnership will offer a wide range of capabilities through the power of the cloud, backed up by our strengths in building and managing high performance Ethernet networks.
Ioan MacRae, MD of Avaya UK said: "We're helping Npower to respond to a new generation of customers who prefer self-service and would rather pay their bill and input meter readings without speaking to an adviser."