A message from Tracie Newton – Senior Client Services Manager SVL working with BT
A belated “Happy New Year” to everyone at BT from myself and the team at SVL.
While last year was challenging for everyone, I am delighted to share with you, some of the fantastic projects that we successfully delivered together in 2020.
Led by our Enterprise Account Manager, Steven Perrins, SVL and BT teams supported the merger between Clydesdale & Yorkshire Banking Group and Virgin Money, transforming many elements of their infrastructure to meet the needs of the new organisation.
In addition, we are now implementing an advanced Nexidia Speech Analytics Solution as phase one and omni-channel as phase 2, for them to drive their business goals for 2021 and beyond.
To streamline support of Virgin Money’s extensive NICE estate, we now deliver a managed service for all system administration, security and compliance. This is now a service we are able to offer to any NICE user across the UK and Ireland.
In other news, we jointly upgraded Northern Ireland Civil Service to a NICE Advanced Recording, Compliance and Quality Management solution, along with the latest NICE WFM platform.
Both Veridian Group and Northern Ireland Electricity (NIE) upgraded to advanced NICE Recording and Quality Management, in the case of NIE, helping them service 860,000 customers.
Dealing with customer’s legacy call recordings is becoming a significant area of activity and together BT and SVL resolved this issue for Belfast Health and Social Care.
While these are only a few examples of the work we have done together, I am sure you will agree, they are incredible achievements in what was an unprecedented year.
This year, I look forward to continuing to work with BT and the opportunities that 2021 will bring everyone.
I hope you all have a fantastic year and if SVL can help in any way, I would love to hear from you.
Kind regards
Tracie
2 Orbital Court, Peel Park,
East Kilbride, Glasgow G74 5PH
