G4S, the official provider of security and cash services to the London 2012 Olympic and Paralympic Games, has linked up with Magnetic North to deliver a blended cloud contact centre solution to help it ensure Games readiness and act as the pivotal hub of call handling for the Securing London 2012 initiative.
G4S boasts a turnover of more than £1 billion, over 45,000 employees and more than 6,000 customers. The firm is also responsible for recruiting, training and managing the Security Workforce that will be working at Games locations.
?Just 48 hours after the point of order, G4S cut over some 50 agents from a mix of legacy contact centre technology, with the goal of streamlining call flows, improving service levels and delivering key KPI information to Games management.
In addition to handling a range of inbound call streams, the call centre, which will be open until the end of September 2012, is also responsible for a range of blended and outbound calling activity, related to employee management and welfare.
Using predictive campaigns, G4S can connect to much larger volumes of its own employee base and other key contact groups, whilst using the same agent pool to also handle overflow inbound traffic during peak periods.
Because of the strategic importance of the Games, G4S has also opted for Optimise, Magnetic North's cloud recording and quality monitoring solution which was also deployed in the same timeframe, ensuring that every inbound and outbound call is recorded and stored to ensure a premium service.
Andrew Jones, Sales Director at Magnetic North, commented: "This is a great win for both G4S and Magnetic North. Together we have delivered a high quality solution that is able to scale on demand and dynamically to meet the dramatically varying volumes of calls that G4S is receiving, whilst at the same time blending outbound traffic to deliver first class workforce welfare management."
"IP telephony and SIP are now widely accepted. The connectivity has become more affordable and businesses are moving key services to the cloud. We see a majority of new RFPs requesting hosted."
Paul Harrison, Sales Director, thevoicefactory