Centrix deliver first-class Contact Centre solution to Inchbrook Mailing Services

Inchbrook, the specialist in security printing, mailing and contact centre services, is to deploy FirstPoint Business Edition from Rockwell FirstPoint Contact at its contact centre near Bristol.

The new solution will enable Inchbrook to broaden its range of branded customer contact services, and provide it with a platform for future expansion.

The 20-agent FirstPoint Business Edition solution will go live in late June, replacing Inchbrook's current BT Meridian system. The solution will operate stand-alone, running on its own high-end server. It is being supplied and installed by Centrix, a leading provider of converged voice, data and IP solutions. Centrix secured the contract with Inchbrook following a three-way tender.

Because Inchbrook provides branded services for its customers, including inbound response handling, outbound customer acquisition and customer satisfaction programmes, and e-mail management and response, the company will use FirstPoint Business Edition's tier- and skills based routing features, to help automate and manage agent workflow.

Inchbrook will also use FirstPoint Business Edition's convergence upgrade option, which enables agent desktop call recording, basic call scripting, and recording of personal announcements. These help in managing outbound campaigns, and in capturing conversations for verification and quality monitoring.

According to Inchbrook business development manager, Caroline Harrison: "We needed a solution that could help us deliver a wider range of services to our clients in the financial, government and education markets. The solution also needed to be expandable to cope with our growth, as we intend to grow our contact centre to 90 agents by autumn this year. We believe FirstPoint Business Edition will be key to the further development and growth of our contact centre business."

Ian Calder, Commercial Director for Centrix commented: "We're looking forward to working closely with Inchbrook over the coming weeks and exceeding the already high expectations they have of our solution and service. Rockwell's FirstPoint Business Edition is the ideal platform for their requirements and I'm entirely confident they will prove to be a great reference site for both Centrix and the product."

> More information from Inchbrook
> More information from Centrix

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