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Severn Trent spends millions on new contact centre and mobile strategy

Staff are using 1,600 BlackBerry smartphones and another 3,000 mobile phones

Severn Trent Water has continued its IT transformation plan by bringing in IT services provider Azzurri to provide a managed 1,000 seat contact centre and support an enterprise mobility roll-out for 5,000 users.

The multimillion pound contract has seen Avaya establish the contact centre using the Avaya Communications Manager platform. On the mobile side Severn Trent Water's staff are using 1,600 BlackBerry smartphones and another 3,000 mobile phones, all managed by Azzurri.

Around 4,000 staff are also using virtualised desktops as they move around the organisation, and 2,000 work crews with ruggedised laptops - connected via the iPass enterprise WiFi service - access centralised business applications. All these connections are also managed by Azzurri.

Severn Trent CIO Myron Hrycyk said: "The effective provisioning of technology to each agent is absolutely critical, and Azzurri's expertise in delivering this has helped make this a market-leading implementation."

Hrycyk said the deployment was part of a transformation programme over the last four years. This included a major SAP business software roll-out Hrycyk said: "My remit was as much about driving the business forward as it was about technology.

"Our vision was to exit a number of legacy buildings and consolidate down to fewer, newer buildings - to reduce costs but primarily to give our employees a 21st century working environment based around mobile technology."


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