The main aim of the new solution is to enhance the quality of customer service and increase the call centre’s profitability. It will replace an existing workforce management system that is unable to optimise the call centre’s business resources and will transform it into a fully operational central contact centre enabling agents to access different types of media applications.

”Car rental is a highly competitive business and the ability to maximise the Contact Centre’s efficiency through the use of technical innovation will be a major contributory factor to our continued profitability and success”  said Russell Allen, Vice President Information Technology at Vanguard Rental (UK) Ltd.  “Call blending will also allow us to make more efficient use of agents, enabling them to switch from inbound to outbound calls whenever necessary.”