PE-backed comms firm drives ahead with DVLA deal
Beech Tree Private Equity-backed Solihull firm Wavenet has won a five year contract with DVLA to transform its contact centre services along with back-office telephony.
The new contact centre technology aims to further improve DVLA’s customer experience, providing a cloud-based platform with workforce optimisation and unified communications.
“From a customer perspective, this technology will deliver a greater choice around how and when customers contact us,” said Rob Holohan, contact centre product owner at DVLA.
“A suite of MI and analytical tools will allow us to effectively measure and continuously improve the service we provide and ensure we are meeting customer needs.
“It also gives us a great opportunity to deliver modern customer service tooling for our staff – and by providing a greater understanding of the customer journey it allows us to offer a more personalised and efficient customer experience. The new solution will allow us to revamp our IVRs, automate some of the simpler enquires that we receive and provide 24/7 support to our customers.”
“The project will transform our contact centre services through Content Guru’s storm platform,” said Justin Griffiths, project manager at DVLA. “This solution will integrate with our existing web channels and new telephony services. It will provide increased opportunities for our customers to use self-service and automation, as well as providing our staff with enhanced and improved communications tooling.”
Natural language IVRs and the customer knowledge system will support the teams through times of peak demand, enabling agents to handle interactions faster.
DVLA will also be provided with IVR Bots offering self-service options to automate many transactional inquiries and qualify complex queries to lower agent handling time.
“It has been a fantastic process getting to know the team at DVLA and working with them to develop and begin to implement a truly transformative solution,” added Philip Grannum, chief commercial officer at Wavenet.
“We are passionate about integrating best of breed technology from world-leading vendors to push organisations forward, helping them realise the potential when people and platforms are aligned to a vision of delivering outstanding customer and employee experience. This Contact Centre solution is a vital step DVLA is taking in support of their digital transformation initiative, and I look forward to continuing to work with them to drive innovation.”
