C&W Uses Vicorp Software

Cable & Wireless selects Vicorp’s xMP Service Creation Environment software for its customer self-care program

July 27, 2005

2 Min Read

WEXHAM, U.K. -- Vicorp, the leading provider of Service Creation Software technologies, today announced that Cable & Wireless (C&W) have selected Vicorp’s xMP Service Creation Environment software to facilitate their new “self care programme”. C&W & Vicorp have entered into a framework agreement for the provision of both software technologies and services.

Cable & Wireless, one of the world’s leading international communications companies, will use Vicorp’s xMP service creation software to drive their customer self care programme. This capability will enable C&W to deliver faster, more flexible speech driven self-service applications to their large enterprise contact centre customers.

The development of C&W’s self service interactive voice response (IVR) is a key priority within their Contact Centre portfolio as customers begin to realise the benefits that speech enabling self service applications can deliver. It will also enable C&W to effectively package IVR services for smaller companies who require dynamic control of their IVR.

Vicorp’s xMP service creation capabilities enable C&W to present “next generation” speech and data services to the market rapidly and in a way that enables both C&W and their customers to control the key service elements themselves, with less technical skills.

xMP will allow Cable & Wireless to quickly, create, deploy and manage a range of high quality voice self-services, from the provision of web access allowing customers to make changes to their interactive voice services, as well as construct highly sophisticated speech based voice services.

C&W say that through working closely with Vicorp over the last 12 months they have developed a unique set of creation tools which will enable them to effectively move customers into speech driven applications, a key growth market within the contact centre space. In addition the service creation tools will be tightly integrated into their existing network-based contact centre portfolio, providing a robust single contact centre strategy capable of delivering end to end contact centre services within a single management framework.

Brendan Treacy, Vicorp’s CEO said: “With xMP, C&W can now offer new, compelling, up to the minute voice services on a fully hosted basis to their clients, without those clients losing any control over the key area of customer interaction. This distributed service model will be a compelling option for many organisations as it helps to remove the capital barrier for improved CRM solutions and gives a very scaleable means of managing high peak demand”.

Cable & Wireless plc

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