Betfred to overhaul call centre infrastructure

UK bookmaker Betfred will overhaul its call centre infrastructure following a deal with technology specialist Vapour Cloud, in association with pure technology group.

The GBP 1 million contract will see the deployment of Vapour Cloud’s omnichannel platform, Höllr, as part of an extensive project to overhaul Betfred’s call centre infrastructure. The solution covers recordable voice, video, SMS, email and social media dialogue along with a secure payment gateway that adheres to industry legislation.

Vapour’s CEO Tim Mercer explains: “This really is a ‘next generation’ solution, particularly suitable for businesses with a B2C contact centre operation where security is a must.”

The project will operate as a phased six-month roll out following a three-month ‘proof of concept’ project, with a team of Betfred beta-testers.

Once fully operational within the 150-strong call centre in Wigan, the platform will be implemented throughout the full network of Betfred’s 1,700 UK shops.

“Betfred has long prioritised the security of its customers details, but as cloud-based tech evolves so too do the opportunities to ensure even greater compliance,” Mercer added.  “This is particularly important given the looming introduction of GDPR. The investment will also promote greater flexibility within the team, without any detriment to the customer experience.”

Betfred’s Head of Customer Services, Mark Hilton, concluded: “We are delighted to secure a deal with Vapour Cloud, which will greatly improve the customer experience and make us even more efficient.”

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