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Lloyds TSB upgrades call centre network

To move to Cable&Wireless’ next generation network

Lloyds TSB Asset Finance will migrate its contact centre on to Cable&Wireless’ Multi Service Platform (MSP) network. Lloyds hopes to reduce call queues and improve customer response rates by bringing together its legacy telephone systems on to a single IP-based network.

Under a three-year contract, Cable&Wireless will provide Lloyds with a voice, data and contact centre system. It will migrate around 1,300 call centre operators and 3,500 back office telephones located in over 115 sites around the UK onto a new WAN, LAN and IP telephony infrastructure based on the MSP network. The traditional telephone handsets at the centre will be replaced with IP telephony.

The MSP is Cable&Wireless’ next generation telecommunications network. The single operating network transports information and services via an IP-based infrastructure. Cable&Wireless offers a range of data applications such as IP-CCTV and Fixed Mobile Convergence via the MSP.

Jim Marsh, CEO of Cable&Wireless Europe, Asia & US, said: Our MSP was created to deliver the most innovative and reliable services to global enterprises. In the current economic climate, this solution will give Lloyds TSB Asset Finance a market edge as it will better meet the changing needs of its business and, most importantly, of its customers.

Cable&Wireless claims to have over 150 customers for its MSP. At the end of last year it has won contracts with Morrisons, Thames Water, and Centrica among others to deploy its next generation network in the UK.

In January this year, the company has launched the MSP in India, becoming the first international telecom provider to receive all the necessary government clearances to launch advanced IP-based network in the country.