Yorkshire-based technology specialist Vapour Cloud has secured a contract worth more than £1 million with bookmaker Betfred.
The betting firm has invested in Vapour’s omnichannel platform Höllr as part of an extensive project to overhaul its call centre infrastructure. This will encompass recordable voice, video, SMS, email and social media.
Tim Mercer (above), CEO of Elland-headquartered Vapour, said: “This really is a ‘next generation’ solution, particularly suitable for businesses with a B2C contact centre operation where security is a must.
“This is a fantastic contract for us to win and it is a testament to the technological capabilities of our platform, particularly because many other industry solutions couldn’t fulfil the compliance brief.
“It’s also a strong example of how we work with channel partners to deliver complex solutions that may otherwise be unattainable. The client benefits from a safe pair of hands and the partner expands their revenue potential.
“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. 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 Head of Customer Services Mark Hilton added: “We are delighted to secure a deal with Vapour Cloud, which will greatly improve the customer experience and make us even more efficient.”
Warrington-headquartered Betfred will now produce a host of call-related metrics – including number of calls missed and received, call sources and so on – to drive performance improvements within the team.
The flexibility of the platform will allow Betfred employees to work from home should they need to. The phased six-month roll out follows an extensive three-month ‘proof of concept’ project, with a VIP 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 1,700 UK shops. Technology group is assisting with the project.