iNet Solution: Cloud Contact Centre / Platform Integration
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 utilising the Vocalcom Contact Centre platform. As the business grew, it became clear the existing set-up was lacking. The Vocalcom solution possessed all the integration capabilities and features CCS needed for sustained growth, but the team did not have the time and resources to optimise the set-up to fully realise the benefits that the Vocalcom system could deliver.
Additionally, the lack of CCS resources and knowledge meant integrating Vocalcom and telephony with their internal systems – crucially their Case Management system and Avaya IPBX were presenting real operational challenges, leading to slow response and resolution times, information silos and disjointed management information.
CCS was already utilising iNet’s carrier-grade telecoms platform to deliver inbound and outbound calls. As iNet had subject matter expertise in the Vocalcom system and integration, they conducted a comprehensive audit of the CCS implementation and subsequently carried out the following changes:
- Upgraded the platform software to the latest stable version.
- Implemented integration with CCS’ Case Management solution and the incumbent 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 and cost-effective manner.
- CCS now has a single supplier with one SLA covering contact centre and telephony performance.