Bank choose Azzurri for new cloud-based contact centre

Vanquis Bank has chosen Azzurri Communications to implement and manage a new 550 seat, cloud-based contact centre.

The five-year contract sees Azzurri implement an Avaya platform with Callmedia 5.0 overlaid as the management application.

The new contract also sees Vanquis upgrading to VoIP telephony. And as part of the wide area network (WAN) provision, SIP endpoints have been installed in all of Vanquis’s four UK offices, split across two datacentres. This future-proofs the contact centre for further expansion, as ‘virtual’ spokes can be easily added. Every new site immediately becomes a fully enabled branch office, ensuring business continuity and disaster recovery resilience.

Adrian Dorey, Telecoms Manager for Vanquis Bank, explains: “In our contact centre, we make a point of ensuring customers can quickly and efficiently speak with someone who understands their unique situation and requirements. That’s why we choose to work with the best of breed providers in this market – Azzurri, Avaya and Callmedia.”

Dorey continues: “Azzurri has an innovative product set and a clear understanding of our business and our objectives. They also have a very solid engineering base, so when issues have arisen (as they inevitably do with technology) we’ve always had a timely and educated response.”

Vanquis had reached capacity with their previous contact centre system. They looked at either bolting on more capacity, or opting for a complete refresh with improved scalability.

Dorey explains: “We opted for the latter, as we trusted Azzurri to help us make the move from an on-premise system to a hosted, cloud-based model. We now expect the capacity and the capability of the new system to support us for at least five years. This gives me predictability of performance and cost, something that is great to go back to senior management with, demonstrating how IT adds value to our business. ”