Azzurri Communications, a managed services provider in the U.K., has reportedly  secured a contract with the Automobile Association or “AA” for the development, implementation and on-going support of a new Contact Center solution.

According to Azzurri officials, the solution will combine the AA's two business streams, roadside assistance and insurance, which sit across four contact center sites, into one single integrated and virtualized system.

"Currently if something causes a call backlog at one site a customer could be waiting longer than one routed to another center. The new system provides a single 'virtualized' queue - so no matter where the call enters our network, it will be routed to the next appropriate agent,” said Phil Buley, director of IT Operations, the Acromas Group (which owns the AA).

Buley said that this will significantly improve the customer experience that contact centers can provide.

The AA expects the new solution to be able to reduce its ongoing support costs while maintaining the same level of management.

Buley said that having a common telephony platform across the Group will mean the challenges the group currently faces in maintaining numerous systems from different vendors will be removed.

Being able to deal purely with Azzurri for all the support issues going forward will enable the internal team to provide a more effective and responsive service.

 

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