Systems integrator Datapoint has just locked up a new, five-year, managed services contract with telecommunications giant O2, valued at 10 million pounds. Datapoint has created a virtual, multi-channel contact center linking all of O2’s U.K. core contact centers. It provides O2 customers with a fast, efficient service via phone and SMS messages and, in the future, will offer the ability to integrate other communication channels such as social media, Datapoint said.
Datapoint says it has created a virtual, IP-based contact center for O2 in the U.K. for the first time. This links 6,000 agents in O2’s six contact centers, managing more than 80 million phone calls each year.
As part of the contract, Datapoint has not only implemented the virtual contact center, but will now provide a 24-hours-a-day, seven-days-a-week managed service to eliminate any bottlenecks before they impact customers. A key element will be the provision of consultancy services to help O2 shape its customer contact and management strategy.
“Datapoint’s communication and customer service infrastructure will help us double the number of our customer ‘fans’ by the end of 2011 as we step up service for our customers regardless of which channel they communicate with us – whether it’s via the phone one day or Facebook the other," said areth Turpin, head of Strategy and Operations, Sales & Service, O2.
