VINCI Park has just completed the implementation of advanced telephony systems at 17 of its ticket processing sites acro

Michael Alen, VINCI Park Group IT Director commented ‘We became aware of this technology and its potential in 2001 when VINCI Park replaced its Head Office telephone system. The telephony system was subsequently tried across three geographically diverse sites. This proved very successful and the flexibility the system availed when moving staff between sites more than saved the initial outlay, when taking into account traditional telephone cabling and line costs.

VINCI Park has consequently gone on to not only replace the ‘Call Centre’ system at its Brentford Business Processing Centre, but is also rolling out the same technology as part of its DVLA contract.

These systems allow VINCI Park to offer a first class ‘Call Centre’ facility to its Clients at very competitive prices. It has opened up the possibilities to further automate and integrate its ‘Call Centre’ operations with Parking applications. Linda Austin, Brentford Business Processing Manager said ‘The technology advancement has already improved the service provided by VINCI to our Customers. In less than a month since implementation the significant benefits were there to be seen. Sophisticated reporting functionality provides accurate information on calls enabling us to monitor and support staff effectively. Both call waiting times and the number of abandoned calls have been dramatically reduced’

VINCI Park’s nationwide contract with the DVLA involves the clamping and removal of un-taxed vehicles across the UK. VINCI Park included the VOIP technology in its initial Tender not only to improve customer service, but also to reduce installation costs across its dispersed operating sites.

Derek Hulyer, VINCI Park Operations Director for DVLA commented that ‘The use of this technology has brought us into the 21st Century in terms of delivering a first-rate service to members of the public. The benefits of using VOIP are numerous in comparison with traditional systems and customers will undoubtedly benefit.