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Kingston Voiceware wins Ј300,000 order from Martin Dawes Telecommunications for Call Centre Solution - KCOM Group PLC [Skip Navigation] Privacy Site map Contact us Go Home About us Investor centre Media centre Environment & society Careers Media centre Media centre News News 2008 News 2007 News 2006 News 2005 News 2004 News 2003 News 2002 News 2001 News 2000 RSS news feed The KCOM Group brand Contact Corporate Communications You are here: Home > Media centre > News > News article 26 January 2000Kingston Voiceware wins Ј300,000 order from Martin Dawes Telecommunications for Call Centre SolutionMartin Dawes Telecommunications is ringing the changes with a substantial investment in call centre technology from Kingston Voiceware, the communications software arm of the Kingston Communications Group. The rapidly-expanding mobile phone specialist has invested over Ј300,000 in Kingston Voiceware's innovative Rialto computer telephony platform for its new Ј20 million corporate headquarters in Preston Brook, Cheshire, the largest mobile telecommunications call centre of its type in Europe. "We looked at systems from Davox, Melita and Mosaix before awarding the contract to Kingston Voiceware," says Paul Christian, group telecoms manager at Martin Dawes Telecommunications, which operates as a stand-alone company within the BT Cellnet Group, also supplying service provision for Vodafone. "We chose Kingston Voiceware because it was the only company that could genuinely offer full blending of inbound and outbound calls." The Rialto call centre solution also includes Kingston Voiceware's Rialto predictive dialler. This enables users to generate calls from a database, automatically calculating when an agent is likely to become free before putting a call through. As well as being used by the debt recovery team, the dialler will be used by the telemarketing department at Martin Dawes Telecommunications, which employs nearly 1,500 people across the UK and boasts almost one million customers. The telemarketing department will use the dialler to keep customers informed of changing tariffs within the mobile phone industry and tell them about new products and services. As Mr Christian points out, Martin Dawes Telecommunications runs large numbers of campaigns simultaneously. "We have some 7.2 million accounts on our books and take up to 4000 calls a day from customers who are either responding to mailshots and special promotions or ringing our customer service sales and catalogue lines. "At the same time, our telemarketing team is making up to 3,000 calls a day welcoming new customers, promoting new products and services and contacting businesses and consumers towards the end of their contracts to ensure we retain their business. We also have teams of people using the phone to recover debt. "It is absolutely vital that our staff can move seamlessly between inbound and outbound calls as the need arises - without them physically having to leave their desks and move to another section. Kingston Voiceware's Rialto platform allowed us to do this. "The company was also able to integrate its computer telephony software into our existing IT infrastructure, which includes a Lucent Definity switch, our customer database, which is held on two IBM AS400 platforms, and DISE, our own in-house billing and customer management system. It's not something many suppliers could do."About the KCOM Group KCOM Group PLC provides a range of integrated IT and communications services to businesses, and internet and telecommunications services to selected consumer markets, within the UK. The Group's portfolio of businesses works with both leading private enterprise customers and public sector organisations. Through its Affiniti, Smart421 and JAM IP brands, the Group delivers solutions covering unified communications, contact centre solutions, data management, applications integration and managed services. The KCOM Group also includes a regionally-focused business, Kingston Communications, which supports small to medium-sized businesses. Through its KC and Eclipse brands, the business offers a wide range of internet-based and telecommunications services. The regional business also provides telephony and internet services to targeted consumers through its KC, Eclipse and Karoo brands. The Group is listed on the London Stock Exchange and employs over 2,700 people across the UK. 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