Posted by eckoh at 11:25 AM on Feb 15, 2016
Under the terms of the new contract, which extends the scope and duration of Eckoh's existing client relationship, Eckoh and West Corporation ("West") have been selected following a tender process as the client's global partners, working together to deliver the customer self-service provision.
The collaboration represents a further strengthening of Eckoh's relationship with West, with Eckoh and West together providing hosted VoiceXML telephony services for handling customer self-service enquiries on a global basis including the US market. Eckoh has worked with the client since 2008, hosting a range of automated services across all major European countries and other global territories. The new contract term begins immediately and will run for an initial four years with an option to extend for an additional two years.
Customers will be able to access the client's services by calling local telephone numbers in their country of origin. Their calls are then routed to the hosted platforms in either the US or UK, where they can select from a range of self-service customer care applications. If required, calls can then be onward routed to contact centres anywhere around the globe.
It is anticipated that new multi-channel, self-service provision such as live agent video and web chat will be delivered over the course of the contract; as well as new territories in line with customer expansion. In addition, services will be enhanced to incorporate more natural language based speech recognition.
Nik Philpot, Chief Executive Officer of Eckoh, commented:
"This new multi-year contract strengthens our global relationship with one of our most significant clients, extending the duration and scope of our service provision. Furthermore it demonstrates how we can work together with our partner West to deliver the global customer service requirements of major customers through an attractive blend of customer service heritage, technology innovation and 100% platform resilience in supporting telephony services on a global basis."
For further enquiries, please contact:
Adam Moloney, Group Finance Director
Tel: 01442 458 300