Anglian Water has awarded an 8 year AMP8/9 contract for a Modern Contact Centre as a Service solution to replace its current on-prem contact centre telephony platform.
Anglian Water’s existing Contact Centre serves as the primary hub for incoming and outgoing communications between the company and its customers, and is currently spread across multiple physical locations, including Enterprise House in Lincoln, Henderson House in Huntingdon, and Hartlepool. Over 400 agents are responsible for handling a wide range of customer inquiries and issues related to billing, home moves, and operational matters.
The company tendered the contract in June last year, saying that its current technology landscape was complex and difficult to navigate, resulting in a lack of actionable insights and operational management. Anglian Water explained:
“Our aim is to provide a digital-first customer experience, and we are looking to transform our traditional voice channels into modern digital channels. While we understand that some customers will still prefer voice-based interactions, we aim to increase the proportion of digital interactions, making it easy for customers to interact with us through various digital channels, including self-serve, social media, and two-way messaging platforms such as WhatsApp and Facebook Messenger.”
The water company was looking to reduce its support costs, simplify systems, and create an easy-to-use platform that could easily adapt to new channels as they emerge.
No information is available with regard to the successful supplier or toal value of the contract.
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