Vocalcom has been awarded a significant contract to provide one of the UK's largest distributors of fuels and lubricants Certas Energy with its multi-channel contact centre solution.
With a network of over 150 depots, 1,000 tankers, over 800 retail forecourts and 2,500 employees, Certas Energy required a solution capable of handling up to one million or more contacts every year.
Michael Pavlou, UK MD for Vocalcom, said: "Bringing many of their brands together and being able to service those brands with an Omni Channel solution was viewed as a potential headache that could take many months, if not years, to implement.
"The Vocalcom solution, accessible from anywhere in the country, at any time, addressed these concerns, allowing Certas Energy to implement changes easily and simply at a convenient pace."??The initial phase of this project is for 50 call centre agents but over the next 12 to 18 months this will potentially grow to over 250 agents.