West has announced that Ingeus has experienced a 70% increase in productivity after moving its contact centre operations to the cloud by deploying West’s Cloud Contact Pro solution.
The company, which offers employability programmes, skills training and health-related support, has deployed West’s Cloud Contact Pro to deliver improved connections and a better customer experience for outbound campaigns, as well as introducing flexible working for its agents and more efficient workflow management.
Furthermore, West’s technology has helped Ingeus achieve challenging contractual government targets and be in a strong position to secure further contracts in the near future.
Ingeus selected West’s Cloud Contact Pro solution because it would not only increase the efficiency of outbound campaigns, but would also process payments while ensuring compliance with all relevant regulation and provide a high level of security to protect consumer data and meet stringent requirements for government contracts.
Ian Gibson, Customer Service Director at Ingeus, explains: “Customer experience is absolutely key for Ingeus’ operations, especially those that involve reaching out and engaging with people experiencing difficulties. We needed to make sure our staff were given a solution that could help them build rapport and trust with their audience. We reviewed all the diallers on the market, but West had significantly better functionality than others we reviewed.
“Not only did it provide best-in-class dialler functionality, but West Cloud Contact Pro (CCPro) also comes with an integral inbound multichannel contact centre. Effectively it gives us access to ‘a contact centre in a box’. We like the fact that as a cloud-based platform, Cloud Contact Pro is a very cost-effective option with in-built future-proof capability.”
Enda Kenneally, VP Sales & Business Development at West, commented: “We want to help Ingeus help people, and are very pleased that our solutions are already adding value to their operations. The beauty of Cloud Contact Pro is that it can meet individual customers’ requirements, making it a very flexible and cost-effective solution that can deliver dramatic improvements in productivity.”
For more information about West’s Unified Communications solutions, please visit www.westuc.com.