Verint Systems, a provider of business intelligence solutions for contact centres, announced that The Budget Group of Companies, a UK personal lines intermediary, has expanded its Verint ULTRAT Intelligent Recording solution for its new contact centre in Sunderland.
Budget has enjoyed the benefits of ULTRA in their Peterborough and Coventry contact centres since installation in February 2002, when it replaced an existing analogue call recording system . According to Budget, the ability to retrieve call recordings within a matter of minutes has significantly improved quality control.
The Sunderland contact centre follows the launch of Budget’s new affinity business, Junction. Junction is already providing administration and sales fulfilment for National Australia Bank Group and has won several major contracts to be announced later this year. The centre presently accommodates 150 employees, rising to 400 over the next five years.
“ULTRA has already proven its value at our Peterborough and Coventry contact centres and it made sense to make a further investment in the solution for our new location.
In Sunderland, ULTRA will be a vital part of the contact centre infrastructure, where it will play a crucial role in our quality strategy and be an important tool for the continued success and growth of our company,” says Harry Wright, Budget’s director of technical services and property.
2003-03-19
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