case studies
Financial Services
Research in Customer Contact Centres of the Future
- Client
- Royal & SunAlliance (R&SA)
- Sector
- Financial Services
Project description
R&SA has a number of call centres and e-business operations and initiatives across the world. To facilitate an understanding and sharing of associated IT and telephony developments across all R&SA’s operating companies, Chaucer was asked to complete a research study to identify:
- A high level technical architecture illustrating the major components of a call-centric sales and service channel, and their interfaces.
- Summary information on the key choices to be made, the factors that influence those choices and a list of the leading software/suppliers that potentially can provide solutions for those components.
Components included PBX, ACD, CTI, IVR, Speech recognition, CRM, Workflow and Web enabling.
Outcome
Appropriate architectures were defined and recommendations on options and suppliers provided. These were based on a UK study of third party research already available as well as supplier provided information.
The information was disseminated via R&SA’s Intranet and presented to UK and international call centre and IT management
