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.”
Source g3comms
Industry: Unified Communications news
Latest Jobs
-
- Account Director | Cyber Security Consulting | UK - South East
- London
- N/A
-
Account Director | Cyber Security Consulting - Financial Services | UK - South East. New Role due to Growth We are looking for an experienced Account Director to develop and expand existing relationships across the financial services sector, working with investment firms, asset managers, private equity groups and strategic partners to deliver intelligent cyber consulting and a bespoke Cyber product offerings. You will act as a trusted advisor, helping organisations strengthen digital resilience, manage third-party and regulatory risk and adopt a proactive approach to cyber assurance. Key Responsibilities Manage a defined portfolio of financial clients, understanding business priorities and aligning tailored cyber solutions. Drive new client engagement while nurturing existing partnerships through a consultative, long-term approach. Present the benefits of advanced cyber services including threat intelligence, vulnerability management, incident readiness, and continuous risk monitoring. Collaborate with technical and delivery teams to ensure smooth engagement from proposal through to implementation and ongoing support. Prepare proposals, negotiate commercial terms, and clearly articulate value and business outcomes. Build trusted relationships at senior and board level. Ideal Profile Strong background in cybersecurity, consulting, or risk management within financial services. Skilled communicator with proven success managing and growing key accounts. Able to translate complex technical insight into commercial and strategic value for clients. Confident engaging with senior stakeholders and decision makers. Please note: Sponsorship is not available.
-
- SOC Analyst- Level 2- Hybrid Greater London
- London
- N/A
-
SOC Analyst- Level 2- Hybrid Greater London New opportunity created through continued growth. We’re looking for a SOC Analyst (Level 2) to strengthen a growing managed security team. You’ll work hands-on with Microsoft Sentinel and Defender XDR, investigating alerts, responding to incidents, and helping improve how clients stay protected. This role is ideal for someone who enjoys unravelling security events, thinking critically under pressure, and making a real difference day to day. What you’ll do · Investigate and respond to security activity across SIEM and endpoint tools · Analyse network and log data to uncover real threats · Support automation initiatives to streamline response processes · Help maintain visibility, data flow, and performance across SOC platforms What you’ll need · Practical experience using Microsoft Sentinel and Defender XDR · Confident working with KQL or similar query languages · Understanding of attacker tactics and response techniques · SC-200 certifications would be nice. · Experience supporting multiple customer environments Please note: Sponsorship is not available.
-
- Senior SOC Engineer - UK - New role due to growth
- London
- N/A
-
Senior SOC Engineer – New role due to growth We are hiring a Senior SOC Engineer to take the lead across security operations for a growing managed service. You will lead detection, response and onboarding activity across multiple clients, helping shape how the SOC evolves. Expect variety; from fine-tuning alerts and threat hunting to supporting customers and mentoring junior analysts. What you’ll bring · Strong experience across SIEM, EDR, and threat detection tools · Confident working with customers in a managed service environment · Skilled in scripting or query languages such as KQL or PowerShell · Knowledge of frameworks like NIST, ISO27001, MITRE ATT&CK · Calm communicator with a problem-solving mindset · Experience with Azure Lighthouse or delegated access models · Prior involvement in automation or SOC improvement projects Location: South East England- Hybrid role Please note: Sponsorship cannot be offered now or in the future.
-
- SENIOR Cyber Risk Consultant. Cyber Risk consultancy - the right way. UK. Hybrid - Remote first
- United Kingdom
- N/A
-
Senior Cyber Risk Consultant needed. New position due to growth Seeking a passionate Cyber Security Risk Consultant who enjoys helping clients make a different to their business. Dedicated training budgets, Unlimited holiday structured career path, Work life balance guaranteed Cyber Risk consultancy done the right way. A successful individual will have experience working with clients to identify business cyber security risk. This is a remote first opportunity which means you will spend the majority of your time working remotely. You will however spend some time meeting clients as well as meeting up with the team on a monthly basis.. Some of the nice to have certifications. CRISC, ISO27001 Lead implementer, CISA, CISM, CISSP Unable to offer Visa sponsorship now or in the future.