- Based in Milton Keynes, Volkswagen Financial Services (UK) Limited [VWFS] provides a range of financial products to the Volkswagen Group, including its franchised retailers across the UK.
Challenge
- NextiraOne has worked with VWFS in the past, providing and managing its telephone system, including ongoing support, upgrades and enhancements.
- This time VWFS wanted to introduce a new 150-seat contact centre which would maintain and improve its service to both telephone and on-line customers, at the same time ensuring high levels of business continuity.
- The company also wanted to consolidate its data centre activities and upgrade the hardware to blade servers in order to reduce its energy and maintenance costs.
- New automated services for customers, such as a service allowing customers to obtain settlement figures for their accounts through online access were to be introduced
Solution
- NextiraOne designed and implemented the new contact centre, using Genesys software and Alcatel-Lucent telephony, and duplicating the system across both data centres.
- At the same time the NextiraOne project team also migrated the system onto a more efficient blade server environment, reducing the number of servers required from 20 to just five. This allowed a reduction in the amount of physical space required and also in the power requirements for the servers and for air conditioning. It also had a significant impact on the support costs for the system.
- The NextiraOne project team designed the Genesys contact centre system and implemented it in a way that allows the two sites to interact and to duplicate the data. As part of the upgrade new wallboards have also been installed so that they interface with the telephone system and display relevant information for the operators on both sites.
Benefits
- The new contact centre has helped to simplify and improve their management reporting, whilst providing a better interface for their customers with added services and the ability to further enhance the system in the future.
- The new blade server environment has brought cost savings whilst the implementation of parallel systems has increased the overall resilience of the company’s online services.
- NextiraOne was able to co-ordinate all the aspects of this complex operation so that they were implemented seamlessly and without customer down-time.
Partners
Alcatel-Lucent and Genesys
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