CCSCollect is a leading UK collection agency specialising in consumer and commercial debt collection. Proud to be a founding member of the Credit Services Association, CCSCollect is authorised and regulated by the Financial Conduct Authority.
CCS was running the Vocalcom contact centre platform. But as it grew its business, it found that it lacked the capabilities and time to optimise its set-up in order to realise the benefits that CCS knew that the system could deliver.
Due to the lack of CCS resources and knowledge, the integration points with its internal system – particularly its case management tool and Avaya IPBX were providing operational challenges.
CCS was already utilising iNet’s carrier grade telecoms platform to deliver its inbound and outbound calling. As iNet had subject matter expertise of the Vocalcom system, it conducted a comprehensive audit of the CCS implementation and subsequently carried out the following changes:
"iNet possess great Telecoms and Contact Centre industry knowledge with real in-depth understanding of the Vocalcom technology that helps us stay compliant with legislation as it changes”. - John Adderley, Operations Director – CCSCollect