Enghouse Interactive Case Study. Logo -FGA Capital

Solutions used

  • Contact Center Service Provider

Cloud Enables Rapid Creation of New Contact Center

When FGA Capital UK needed to set up an all-new financial services operation, Moiz Sheikh had the challenge of setting up a contact center from scratch. He found the perfect fit in BT Cloud Contact, powered by Enghouse Interactive.

Offering unsurpassed agility, there’s no requirement for onsite hardware or software. That makes it fast and straightforward to deploy and, because it’s pay-as-you-go, it requires no capital expenditure either. Moiz can flex-up or flex‑down virtually instantly, making it exactly the contact center his new business needs.

Background

FGA Capital UK offers a wide range of finance options for motor vehicles from Fiat Group Automobiles (FGA) as well as other prestigious brands such as Jaguar Land Rover.

Recently FGA Capital took the decision to bring the customer financing operation in-house. Moiz Sheikh, IT Services Manager at FGA Capital UK, explains: “Insourcing our customer financing operation meant building a new business from scratch, finding accommodation, and recruiting around 80 people.”

The contact center would need to be robust enough to deal with the company’s existing 120,000 customers, with the scalability for anticipated business growth. Given its worldwide contract with Fiat Group, BT Global Services was the preferred technology supplier.

Moiz Sheikh continues: “Initially we thought we’d build and run our own physical contact center and I looked at various solutions including those in use by Volkswagen and Citroen. But ultimately we chose BT Cloud Contact. As a hosted service it enabled more rapid deployment and helped conserve our capital.”

Solution

Available globally, BT Cloud Contact is a web-based virtual contact center solution, powered by Enghouse Interactive, capable of supporting over 1,000 agents. It offers full multimedia capability, allowing incoming voice calls to be blended with email, web chat, co-browsing, and call-back requests in a universal queue. There are no hardware constraints and the solution requires no physical infrastructure or software on site. With BT Cloud Contact, agents can be literally anywhere – any company site, at home, or even on the move. The only equipment needed is a headset-equipped PC or laptop with an internet connection.

BT Cloud Contact offers a range of advanced features such as interactive voice response for customer self-service. Meanwhile, enhanced call steering and skills-based routing can direct customers to the best qualified agent wherever they are. BT Cloud Contact can also be integrated with back office systems via an open application programming interface.

An initial 30-agent package was delivered to schedule, following user and administrator onsite training provided by BT. “BT Cloud Contact is proving to be perfect for us,” confirms Moiz Sheikh, “as it’s hosted we didn’t need to do anything internally. It was very fast to set up and the flexible commercial terms give us the business agility we require. You can move it anywhere and add or even reduce the number of agents connected – and you only pay for what you need.”

Benefits

FGA Capital has been able to rapidly bring its customer financing operation in house, equipped with an agile multimedia contact center to underpin customer service excellence. This was achieved without significant capital expenditure or business risk.

Currently used by FGA Capital to handle inbound voice calls the in-built BT Cloud Contact multimedia capabilities are perfect to support the business as it grows and evolves. Moreover, the transportable nature of the contact center platform has also allowed FGA Capital to develop advanced business resilience and continuity plans. “BT Cloud Contact has met our expectations in every way,” sums up Moiz Sheikh. “It’s been straightforward to deploy, it’s easy to use, it’s proving to be simple to administer, and it gives us the information we need to manage our business.”

Since the initial deployment FGA Capital has extended the contact center to around 60 agents, to incorporate its dealer financing and contract hire businesses, as well as supporting two other Fiat Group operations. Discussions are now underway to deploy BT Cloud Contact for FGA Capital in Italy.

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