28.07.10

Anglian Water bolsters call centre communications

AUTHOR: Inavate

Carillion Communications has updated Anglian Water’s Lincoln, UK call centre with 12 plasma screens and a new control system. The utilities company wanted to display different messages on the screens within its operational management centre and call centre.

A solution was decided on that combined the plasmas with a Mondo Matrix 16x16 System from Magenta. The full-matrix scalable Cat5 switch platform switches and distributes video, audio and serial signals from source to displays over distances of up to two thousand feet. This allows Anglian Water to communicate different messages on different screens all controlled by the matrix in its communications room. There are 150 people in the operational management centre on a continuous shift pattern and, Anglian Water claims, the readily viewable information has smoothed handover at shift changes.

Tony McIntosh, voice network engineer from Solution 1, Anglian Water’s voice network infrastructure provider, explained: “Anglian Water had vital information that would benefit their operational and call centre teams and therefore their customers, but did not know how to show this visibly. Carillion Communications recommended and installed the plasmas and the Mondo Matrix System. We can now quickly show information such as how many jobs were completed to time and how many are still outstanding which in turn will help us increase customer satisfaction”.

Adrian Adams, project manager for Carillion Communications, added: “We have been working very closely with Tony McIntosh and Anglian Water to ensure a smooth transition to this new system, which provides updated information clearly and concisely to the people in the call centre. We used Calypso Encore software to create a simple interface to send the content to the screen.“