The Listening Company is a specialist outsourcing company providing Contact Centre and customer service facilities for a range of household brands and blue chip companies. Providing both inbound and outbound services, The Listening Company focus on the management of telemarketing campaigns, specialising in webchat, crisis management and call handling.
The rapid growth and expansion of The Listening Company presents a number of challenges and NextiraOne has been on hand over many years to handle the changes and developments in the company’s communications infrastructure and services. Building from its original base in Richmond, The Listening Company has grown rapidly, bringing new Contact Centres into operation by acquisition and expansion. NextiraOne has been on hand to design and implement new facilities and services as well as to integrate existing technology and provide the network and integration support and services required.
The first expansion from The Listening Company’s Richmond base involved the opening of their Portsmouth site, which required a rapid Contact Centre installation to begin revenue generation and the ability to upgrade the system at a later date so that it could be developed into a fully networked Contact Centre. At the Portsmouth site, the project was based on the Alcatel OmniPCX Enterprise platform with an Alcatel OmniTouch Contact Centre suite serving 285 Advisors.
- Reduced operating costs . the new solution for Manchester replaces a hosted solution which was expensive to run
- Optimum Return on Investment – NextiraOne’s new solution is expected to achieve ROI in under 12 months.
- Quality of Service . NextiraOne has designed the VoIP system and network architecture to deliver improved voice quality and system reliability
- Optimum system design NextiraOne’s multi-vendor capability allowed us to design and deliver a solution based on both Alcatel-Lucent and Cisco technology, combining best-in-class technologies for an optimum solution that also incorporates flexibility and scalability for future needs. The introduction of VSS simplifies the architecture, optimising network performance and availability.
- Scalability the new model forms the blueprint for future migration to VoIP and IP
Contact Centres throughout The Listening Company
- Loyalty and flexibility the long-term relationship of more than a decade and the stability within the NextiraOne team means that NextiraOne is familiar with The Listening Company’s operations and can respond effectively to new project requirements.
Alcatel - Lucent
