Prolog, a leading UK supplier of marketing support services, selected Haydock based Intrinsic Technology to deploy a new contact centre solution based on award-winning technology from Avaya. The solution, which will improve efficiency and customer service, is the first known commercial deployment of Contact Center 7.0 in the UK.
Prolog needed to expand its contact centre solution to cater for additional agents required by its growing business. The Prolog team saw this as an opportunity to provide new functionality for their agents and create a foundation to migrate to Unified Communications in the future. Intrinsic was able to offer a solution that met their needs and leveraged Prolog’s previous investment instead of replacing their entire contact centre network.
“Intrinsic delivered exactly what we were looking for,” said Kim Evans, Head of IT, Prolog. “We needed to make room for more agents and begin our transition to an all IP network. They showed us a cost-effective way to do this and introduce some of the latest Contact Centre technology at the same time. Now all our 500 agents are up and running with the new technology and we can easily expand as business grows and new agents come on board.”
Prolog operates as an extension to their clients' businesses, providing cutting edge customer contact centres, high capacity storage and distribution, e-fulfillment, mailing and print on demand. With four sites and over 500 call centre agents around the UK, Prolog has experienced consistent year-on-year growth with a current turnover of around £40 million. Their success is heavily dependent on reliable communications to enable the high level of customer care and logistics support that their customers expect.
“Prolog already had a Nortel contact centre solution in place so they knew they could rely on the technology which has only been strengthened by the recent integration of Nortel and Avaya,” said Adam Jarvis, Sales Director, Intrinsic. “After demonstrating the advanced Contact Center 7.0 solution, our job was to work out how to deliver the benefits in the best way for Prolog. We suggested connecting a Communication Server 1000 to their existing solution, allowing them to add agents and deploy Contact Center 7.0 at the same time. This means Prolog can now introduce their agents to integrated web and email one group at a time, avoiding downtime and the need to retrain agents in large numbers.”