Yorkshire-based comms provider Intouch Advance has been awarded a four year contract for the supply of telecoms services to mail order fulfilment company Kingstown Associates.
Intouch Advance is implementing a contact centre solution with new fixed line voice, high speed data and Internet services in a three-phased project approach that will eventually move the company to a cloud-based phone system.
Phases one and two are already underway and phase three is scheduled for completion in January 2016.
Kingstown Associates' Head of Operations, Paul Chambers, said, "We needed to overcome several fundamental communications issues that were impacting our day-to-day operations.
"Consolidating our suppliers into a single-source supplier has enabled us to move towards a cloud-based PBX platform."
As part of the contact centre solution, Intouch Advance is deploying an Akixi hosted call management and contact centre reporting system.
This will enable all call centre information and activities to be displayed on TV screens, giving supervisors real-time views and reporting of call centre statistics, including agent activity and performance.
New contact centre services will also include an agent friendly call recording feature, which will interlink with the company's Sage Pay platform.
Currently, the company's contact centre handles four million inbound call minutes per year. The new systems and services will also enable Kingstown Associates to increase rebates across its 08 number ranges.
Scott Walker, Intouch Advance Sales Director, said: "This implementation is a true convergence proposition supporting all their inbound calls, from 0800 to 0871 numbers, as well as a fully fledged, unified communications, contact-centre solution supporting high-speed Internet and data.
"As part of our service, we will also be conducting regular, proactive business reviews of usage and technology to ensure the best tariffs and latest and most efficient products are being used in the implementation.
And we've also included a guaranteed rebate over the term of the contract, which underscores the confidence we have in our ability to deliver."