Car dealership group JCT600 has invested over £1m in a cloud-based communications system to improve customer experience and legislative compliance.
JCT600 found its legacy phone systems lacked capability and decided to overhaul its telecoms technology across its whole network. The platform is powered by Vapour Cloud and technology group PTG, and will enable the implementation of voice technology throughout the dealership’s network.
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Avaya’s ACS Select solution has been implemented, which has been designed to improve the quality of calls and ensure PCI compliance for call recorded card payments.
Vapour’s cloud technology will also safeguard JCT600 from breaching data protection laws, while an accompanying app will ensure salespeople can be reached on their mobile via their direct dial-in numbers. Calls will still be securely recorded for legislative compliance.
The 12 month project is nearing completion with all dealerships soon to be utilising the new cloud-based system. The functionality has been delivered for the same cost as the previous solution, with the £1m spend spread over the next five years.
Tim Mercer, chief executive of Vapour, said: “JCT600’s phone systems were previously updated on a site-by-site basis, as necessary. However, this staggered telecoms investment has resulted in inconsistencies when it comes to the technology utilised and the potential level of service delivered. If left unaddressed, this could have started to impact upon the qualities that the brand is renowned for.”
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By GlobalDataChris Gensmantel, JCT600’s group IT manager, said: “In so many parts of our business, we excel in terms of state-of-the-art, technology-driven customer service, but our historic on-premise telephony would have undoubtedly started to hold us back. Vapour’s solution will allow us to streamline our systems and processes, whilst integrating voice into the other exciting technologies we’ve implemented throughout JCT.
“Avaya’s AWFOS (Avaya Workforce Optimization Select) product will increase efficiencies and we’re trialling mobile Avaya, plus Avaya video and audio conferencing too.”
