DVLA Provides Efficient Customer Service Using Avaya Contact Centre Solutions
THIS RELEASE HAS BEEN DISTRIBUTED BY WEBITPR writeit:- This release is available at: http://www.webitpr.com/release_detail.asp?ReleaseID=7055 Also Available: - Imagery: DVLA - http://www.webitpr.com/writeitfiles/DVLA_sml.jpg DVLA Provides Efficient Customer Service Using Avaya Contact Centre Solutions Increased Business Flexibility, Improved Customer Service, More Detailed Reports Enable Government Agencies to Maximise Effectiveness and Efficiency 6 November, 2007 GUILDFORD, UK - The Driver and Vehicle Licensing Agency (DVLA) has selected a Contact Centre solution from Avaya, the leading global provider of business communications software, systems and services, to support the Agency's customer service. DVLA's latest survey showed the Agency had a customer satisfaction level for 2006/07 of over 91%, supporting its focus on delivering the highest quality of service to consumers. "Technology is a critical component of our business strategy," said Ian Broom, head of DVLA's Contact Centre. "Over the years we have been continually exploring and looking at innovative ways on how we can exploit new technologies to enhance and deliver the best customer experience. Avaya's Contact Centre system is proving to be a dynamic and productive addition to DVLA, who now answer in the region of 25 million calls per annum." The Agency, headquartered in Swansea, has approximately 700 agents dedicated to answer customer queries. The fully integrated contact centre offers a wide range of services including inbound calls, help desk facilities, bill collecting and market research. "It is all about meeting the customer expectations, making them feel valued, giving them easy and quick access to our services in their channel of choice," continued Ian Broom. "DVLA has made it possible for our customers to access our services in their preferred method. For example, we introduced DVLA's Electronic Vehicle Licensing (EVL) service specifically to make it easier for motorists to tax their vehicle. Through Avaya's Interactive Voice Response (IVR) we have mirrored our Web services to speed up the handling of calls, allowing callers to pay their vehicle tax without the need to speak to an agent but still making the user experience as friendly as possible." To further enhance the customer experience, last year, DVLA automated the forms ordering process using speech technologies. The Agency has also implemented 400 seats of the Impact 360 Full-time Recording software from Verint Witness Actionable Solutions, an Avaya developer partner, part of the company's dedicated DeveloperConnect Programme. Impact 360 provides DVLA with full-time recording capabilities, allowing supervisors to assess agent performance, recognise best practice achievements and acknowledge employees efforts in delivering high quality services. In addition, the solution assists the Contact Centre in identifying any specific training needs, contributing to the continual improvement of overall quality of customer service. David Parcell, managing director of Verint Systems EMEA, added: "Impact 360 is designed to capture, index and retrieve 100 percent of customer and caller interactions in traditional TDM, IP and mixed telephony environments. Contact centre recordings are a critical component of compliance programs and can provide the information required to quickly resolve disputes, verify transactions, and confirm sequences of events. Impact 360 provides DVLA with a robust, enterprise-class contact centre recording solution that captures all interactions and makes them available to DVLA when required." DVLA's Contact Centreis based on Avaya's Communication Manager Telephony software running enriched applications, such as Automatic Call Distribution (ACD) functionality, to direct calls to the right agent. The solution also includes Avaya Call Management System (CMS) to help managers maximise call centre performance, providing useful statistics including queue wait times and average call handling. "For an organisation like DVLA it is essential to manage customer interaction effectively while delivering excellent services to road-users," said Nick Roullier, country manager, Avaya, UK. "We are confident that our solution will assist DVLA in maintaining high levels of customer satisfaction and will continue working closely with them to further embrace the idea that technology, used properly, can sustain and drive forward high levels of customer service," concluded Roullier. About Avaya Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500 (R), use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya web site: http://www.avaya.co.uk. About DVLA The Driver and Vehicle Licensing (DVLA) is an executive Agency of the Department for Transport and has responsibility for over 41 million driver and 33 million licensed vehicle records. The Agency collects over £5 billion in vehicle excise duty and in the period 2006/2007 dealt with in excess of 24 million telephone inquiries through its contact center. For more information, visit http://www.direct.gov.uk/motoring. Giorgia Casnedi Avaya +44 (0)1483 308 758 casnedi@avaya.com Arseny Tseytlin +44 (0) 207 395 7044 Fleishman-Hillard arseny.tseytlin@fleishmaneurope.com Releases from webitpr are available via RSS: http://www.webitpr.com/rss/feeds.asp writeit:- This release is available at: http://www.webitpr.com/release_detail.asp?ReleaseID=7055 Title: DVLA Provides Efficient Customer Service Using Avaya Contact Centre Solutions Re: Avaya Date: 06/11/2007 WebitPR (www.webitpr.com) has distributed this release on behalf of Fleishman-Hillard. Please contact Arseny Tseytlin, on +44 20 7395 7044 or email Arseny.tseytlin@fleishman.com, if you have any questions or enquiries regarding the release. WebitPR aims to provide a targeted distribution to our clients and editorial contacts. If you wish to be removed from our database, please email us at enquiries@webitpr.com, or reply to this release email. If you feel that the releases you have received from us have not matched the industry or geographical topics you cover, please email us so that we can make the relevant corrections on our database. We endeavour to provide editorials contacts only with those releases that are of interest. Kind Regards Jonathan Dolby Managing Director WebitPR Disclaimer: Whilst WebitPR Ltd endeavour to ensure the accuracy of the information contained in this Release, WebitPR Ltd cannot accept any liability for:- * the inaccuracy or otherwise of any information contained in this Release; or * any loss liability or expense which may be suffered by any party in consequence of acting or omitting to act as a result of any information contained in or omitted from this Release; or * any loss or suffering which may be caused by or to any party either as a result of the information contained in this Release or such information contained in this Release being inaccurate or otherwise misleading. In the event that any information contained in this Release is inaccurate or misleading then please contact WebitPR at the above e-mail address. To unsubscribe from our distribution, please email us at enquiries@webitpr.com, or reply to this release email.
