East Midlands, United Kingdom (25 July, 2012) – Magnetic North, leading providers of predictive dialling and call recording software in the UK, announce that they have recently undertaken the rapid deployment of a cloud contact centre for secure solutions company G4S, to enable them to cope with unexpected peak demand .
G4S is the largest secure solutions company in the UK and Ireland, with a turnover of more than £1 billion, over 45,000 employees and more than 6,000 customers.
G4S approached Magnetic North to deliver a blended Cloud contact centre solution with rapid deployment, to cope with unexpected peak demand. Just 48 hours after the point of order, G4S cut over some 50 agents from a mix of legacy contact centre technology. In addition to handling a range of inbound call streams, the call centre, which will be open until the end of September 2012, is also responsible for a range of blended and outbound calling activity, related to employee management and welfare. Using predictive campaigns, G4S can connect to much larger volumes of its own employee base and other key contact groups, whilst using the same agent pool to also handle an overflow of inbound traffic during peak periods.
G4S has also opted for Optimise, Magnetic North’s cloud recording and quality monitoring solution which was also deployed in the same timeframe, ensuring that every inbound and outbound call is recorded and stored to ensure a premium service.
As with all of its customers, Magnetic North has assigned a dedicated success manager to work with G4S on-site, both during the initial build, go live, handholding and ongoing optimisation of the operating contact centre blended campaigns. Using their years of contact centre expertise, G4S has been able to speed up time to market and avoid the pitfalls that many new contact centres otherwise face.
Andrew Jones, Sales Director of Magnetic North comments: “Together we have delivered a high quality solution that is able to scale on demand and dynamically to meet the dramatically varying volumes of calls that G4S is receiving, whilst at the same time blending outbound traffic”.
For more information on Magnetic North and their call recording software, please visit http://www.magneticnorth.co.uk or call 0116 229 2727.
About Magnetic North:
Magnetic North delivers next generation productivity solutions for consumers, SME’s, Enterprise Corporations and Telco/Carrier Customers.
Since 1998, Magnetic North’s solutions have been helping Global 2000 customers such as HP, Vodafone, Stream International, British Telecom, National Group and more to deliver the best possible service to their clients, and increase employee productivity.
With over 130,000 users in more than 20 countries, our customers rely on us to help them grow their own businesses.
Contact:
Melanie Spencer, Marketing Manager
Solutions House, Meridian East
Leicester, UK
Zip: LE19 1TP
Tel: 0116 229 2727
Email: melanie.spencer@magneticnorth.com