The Solution Detail
Incovo’s communications experts designed Kura’s bespoke solution in-house and their recommendation was to install an IP Office phone system on Server Select Edition across Kura’s Glasgow and Liverpool sites.
Running in a virtualised environment and server infrastructure (VMware), and using active / standby for failover, Kura now has the peace of mind that should one system fail, the other will take over, meaning zero compromise to their customer’s experience.
Incovo switched Kura to softphones – using headsets to save them money and desk space – and also installed a further 350 SIP channels for increased resiliency.
To further improve customer experience, incovo opted for Avaya Contact Centre Select (ACCS) to enable Kura agents to anticipate, automate and accelerate customer interactions whilst improving efficiency to reduce costs.
They also installed Avaya Workforce Optimisation Select (AWFOS); a web-based suite of tightly integrated tools designed to enhance all aspects of contact centre operations.