Subject Matter

Design, e-business, Strategy

Research in Customer Contact Centres of the Future

Client
Royal & SunAlliance (R&SA)
Sector
Design e-business Strategy

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:

  1. A high level technical architecture illustrating the major components of a call-centric sales and service channel, and their interfaces.
  2. 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.