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IVR Change programme for UK Media company


A major UK media company facing enormous change asked Tangent Telecom to assist with managing the contact automation aspects.

Picking up from a large but non-specialist consultancy, the programme focussed on resolving the issues caused by the diversity of sites, diversity of skill base, limitations of the legacy systems and the challenges of the newly purchased Genesys solution.

Working closely with the client contact centre managers, Tangent guided the initial assessment and development of a core tactical model, then developed a longer term strategy for looking at how to approach the developments moving forward.

Focusing particularly on the area of innovative automated solutions, a key deliverable of the changes to the contact centre estate, Tangent delivered a change plan and long term methodology for addressing the challenges and opportunities afforded by new technology.