iNet Service : Contact Centre
About CCS Collect
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:
- Upgraded the software to the latest stable platform.
- Implemented integration with the CCS Case Management tool and the Avaya IP telephony system.
- Integration with Case Management allows CCS to deliver a more operationally efficient service with debts being collected in a more-timely manner.
- CCS has a single supplier with a single SLA for its contact centre and telephony platform.