Volkswagen Trade Parts Specialists (TPS) Chooses G3 Comms For Cloud-Based Overhaul Of UK Centres
TPS, the Volkswagen Group company that supplies Genuine VW Group Parts including Audi, Skoda, Seat, VW passenger and commercial vehicles across the UK, has chosen unified communications and Contact Centre experts G3 Comms to undertake a UK wide upgrade of its communications infrastructure.
The 7 figure three-year deal gives TPS unprecedented visibility across its whole estate, allowing it to improve customer responsiveness, reduce call wastage, manage investment and increase overall service efficiency.
The project sees the overhaul of disparate systems implemented across its 82 Centres, providing company-wide interoperability for the first time. The new solution introduces unified communications functionality with the ability to collaborate across multiple channels and between sites. It also allows TPS to better understand how communications budgets are spent, as well as the ongoing productivity of each centre.
G3 Comms is deploying PureCloud from Genesys, the all-in-one contact centre solution hosted in Amazon Web Services (AWS). Project delivery will include new local area networks in every location, each of which will link to G3 Comms’ resilient global MPLS (Multi-Protocol Label Switching) network providing TPS with two complementary forms of connectivity:
• SIP (Session Initiation Protocol) trunking into the PSTN (Public Switched Telephone Network) to route calls to the relevant centre; and
• Private connection into the PureCloud instance on AWS
The latter option offers an assured quality of service that overcomes latency and packet loss issues often experienced across the public internet.
The first TPS Centres went live within eight weeks of project initiation, the speed of deployment aided by the choice of the PureCloud solution. Traditionally, customers have bought a stack of technology solutions from a variety of vendors. This typically led to interoperability and implementation problems. Because PureCloud was built from the ground up as a single application within AWS microservices, applications are available out of the box as micro services running working together seamlessly.
The system allows centre staff to better identify customers and their likely requirements, so calls can be routed to the most relevant salesperson using CRM integration. The service includes a wide range of functions such as: IVR, Bullseye routing, call recording, quality management, email, SMS, Fax and web chat along with speech analytics, which uses artificial intelligence (AI) to analyse, categorise and segment recorded calls.
The G3 Comms solution will provide TPS management with an array of critical operational insights in order to improve call structure, agent performance and customer experience. Real-time dashboards and wall boards at each site and at head office will display key performance indicators (KPIs) and other call-related metrics including:
• Calls per site per day
• Average speed to answer
• Hold time before initiation of ‘meaningful’ conversations
• Abandoned calls
“The eight-week timeframe, though very short, is in line with similar projects that we have delivered in the past,” said Tim North, Head of Contact Centre Practice at G3 Comms. “We are one of the few systems integrators who can deliver an end-to-end solution with a full managed service wrap that makes it quick and painless to deliver a comprehensive, cloud-based Unified Communications service.”
“Because we have our own network, customers like TPS don’t have to deal with multiple technology partners – we handle every aspect of the solution, from design and application selection through to implementation and integration, followed by ongoing management.”
Leanne Thomas, National Operations Manager at TPS, said: “From our first conversations with G3 Comms, it was clear that they understood what we wanted to achieve – better communications between our sites, improved overview of operations and, ultimately, a great experience for everyone who contacts us. Thanks to its fully integrated approach and delivery of functionality that will give us the insight we need to improve our operations, G3 Comms have proved the perfect partners.”
Industry: Unified Communications news
- Security Analyst. Financial Services. UK. Permanent
CH7863 Security Analyst. End User . Financial Services Security Analyst needed to monitor and manage a security suite of tools within an End User environment. The Security Analyst will be responsible monitoring, configuring, fine tuning, incident management and generally improving the security tool capability. Specific experience with CyberArk, Tripwire Log Center and Tripwire Enterprise is highly desirable). Current experience with Vulnerability management and penetration testing is highly desirable. Specifically the ability to effectively manage 3rd party pen tests. You will be working within a specialist security team reporting to the CISO. Experience working within an end user environment within financial services is highly desirable. Flexible location. This is an exclusive role to DCL Search & Selection. To book a call please use my Calendy link https://calendly.com/chris-holt/arranged-call-with-chris-holt-soc-role-
- DevSecOps - Security design / review consultant. SC Clearance. London
CH7858 London £70,000 DevSecOps - Security design / review consultant. DevSecOps - Security design / review consultant will ensure that newly created, public facing apps are secure by design and by default by aligning them to current / best practice security policies and standards into the design phases. The individual must have a technical software / application development background with specalist experinece in secure architecture design. (Frameworks, processes, best practice etc) Practical experience translating and ensuring that the OWASP top 10, ISO27001, HMG frameworks requirements are reviewed and embedded into project designs which are implemented is essential. Experience working projects through a full development lifecycle is key. You will work along side the design and project teams to idenitfy and mitigate risks throughout the design phases. This is a permanent role. SC clearance is essential as is the ability to get to the London office. (When appropiate #covid) Security DevSecOps consultant. To arrange a discreet call book via https://calendly.com/chris-holt/devsecopp--security-design-review-consultant
- CONTRACTOR Cyber Vulnerability Analyst, NESSUS, Rapid 7, SC clearance required.
Cyber Vulnerability analyst NESSUS, Rapid 7, needed for IMMEDIATE 3 month contract MUST have / be able to achieve UK SC clearance role to work within a live environment within a public sector department. The individual must have experience in using various security methods and tools such as Rapid7 and NESSUS scan for / identify vulnerabilities, prioritise them according to risk and raise appropriate tickets for remediation / follow up. In depth experience utilising Nessus highly beneficial. Current cyber public sector experience highly desirable.
- Internal Security Auditor, Level 1 Service Provider (ISO27001)
- Upto 55,000 plus benefits
Internal Security Auditor ISO 27001, PCI, needed to join a Cyber team within this expanding Fintech business. The Internal Security Auditor will have end to end responsibility for planning, delivering, remediating any findings etc. Experience working within financial services is highly desirable. This Is a great time to join a newly formed and growing Cyber team within a rapidly expanding fintech, that is taking a major share of its market. We are looking for someone with experience, (but not to be limited to) a mix of Information Security standards, frameworks, audit principles, controls / policies and the management and use of the technical tooling etc. ISO 22301, ISO 27001, NIST Cybersecurity Framework etc An ideal candidate will be working within an end user environment with a cyber consultancy background. Experience taking a company through accreditation is highly desirable Experience managing internal stakeholders, technical teams and external third parties essential Flexible working, but with the ability to get into London. This is an exclusive role to DCL Search & Selection.