The DVLA have selected Wavenet to design powerful and bespoke solutions to transform their Contact Centre and CX offering.
The DVLA has awarded Wavenet a five-year contract to transform Contact Centre services along with their back-office telephony with the added aim to aid employee experience.
Following contract award, Wavenet has been working closely with DVLA to further understand their vision and ultimately support their digital transformation journey over the next five years beginning with the Cloud Contact Centre deployment. The new Contact Centre technology is being built to reflect DVLA’s vision for exceptional customer experience, providing a cloud-based platform with workforce optimisation, unified communications and full PCI-DSS compliance.
Rob Holohan, Contact Centre Product Owner at DVLA, said; “From a customer perspective, this technology will deliver a greater choice around how and when customers contact us.
“A suite of MI and analytical tools will allow us to effectively measure and continuously improve the service we provide and ensure we are meeting customer needs.”
“It also gives us a great opportunity to deliver modern customer service tooling for our staff – and by providing a greater understanding of the customer journey it allows us to offer a more personalised and efficient customer experience. The new solution will allow us to revamp our IVRs, automate some of the simpler enquires that we receive and provide 24/7 support to our customers.”