As a world-leading construction and concessions company, VINCI employs over 185,000 people in 100 countries.
CLIENT
Vinci
INDUSTRY
Manufacturing
SERVICE
Managed IT
The client
The largest British subsidiary of VINCI, VINCI Construction UK, works with several high-profile customers, including Debenhams, Dixons Carphone, Transport for London, and the Olympic Stadium, providing the highest quality service to its clients.
The challenges
The business required a solution capable of operating 24/7, whilst integrating seamlessly with a wide variety of communication channels to serve its customers in the best way possible.
VINCI needed a partner that could maintain the day-to-day running of their IT estate as well as manage on-site connectivity, allowing the in-house IT specialists to focus on the company’s core business needs.
With ambitious business goals, the solution had to be future-proof and offer several Enterprise-grade features. Technologies such as Interactive Voice Response (IVR), advanced call queueing and routing functions were a necessity for a modernised Contact Centre, along with the flexibility to expand to incorporate the company’s IT Service Desk when required.
Most importantly, the solution would require high levels of redundancy and availability to improve reliability and system performance and enable enhanced customer service. With considerable knowledge of the construction sector and demonstrable experience in supplying Skype for Business-based Contact Centres, VINCI looked to Nasstar to help.
Our goal
The outcome
VINCI now has a Cloud-based Contact Centre solution with the high levels of redundancy and availability it required, providing a cost-saving solution and increased agent productivity.
The Contact Centre solution ensures the company is compliant with Ofcom’s regulations and is available for use 24/7, allowing VINCI to better serve its customers. As the solution is fully scalable, it can easily flex up or down depending on the requirements of the business.
With the quick installation of RND, VINCI’s high-performance connectivity quickly mobilised its IT services in minimal time, avoiding the expected three to four-month delay.
As the solution is managed by Nasstar, VINCI Construction UK is supported 24/7 by a team of experts, enabling the in-house IT team to focus on more strategic, value-add projects.
"When we selected Nasstar as our IT Service Provider, a key decision-making factor for VINCI was the capability Nasstar demonstrated in terms of systems integration expertise. Their attention to detail and experience in Contact Centre technology is second to none. Our Contact Centre solution has managed to meet all of the numerous requirements we had…and some we don’t even have yet! "
Ben Paddick
IT Director
•Vinci
