Vertex and numero partner to improve multichannel customer interaction management


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Center of Excellence to shape delivery and adoption across client portfolio

February 10, 2010 — Vertex, a leading international Customer Management Outsourcing business with clients in the private and public sectors, has announced a worldwide agreement with customer interaction software specialist numero to implement the numero uno software platform and to resell the software.

The integration of the software will deliver efficiencies within the customer management environment and across the spectrum of contact channels. The agreement will benefit clients worldwide.

numero uno delivers a number of features that enhance the customer management process. Key components are that it:

– uses automated natural language analysis to immediately route an inquiry to the correct department such as sales, deliveries, complaints or invoices;

– contextualizes any inquiry by presenting the customer’s contact history regardless of channel; and

– presents, via that same screen, useful information to assist in the resolution of the query. For example, if the inquiry relates to fulfilment, the screen might show available delivery times, the most recent address the organization holds for that customer and any previous notes they’ve provided about their delivery preferences.

Pete Collins, Managing Director, Customer Management Delivery, Vertex, said, “Consumers care more about the quality of the experience they receive from an organization than the channels they use. numero uno gives our agents a powerful platform that pools insights across each channel in real time and improves the customer experience saving clients significant time and cost.”

Vertex client Home Delivery Network Ltd (HDNL) is among the first to benefit from the new platform. Commenting on the integrated platform, Chris Airey, CIO of HDNL said: “The addition of numero uno has improved our ability to respond to our customers’ needs. In particular we have used the platform to transform the relationship and transparency between the contact center and our parcel operation centers.”

Guy Colcough, CEO and founder, numero added, “In these fast moving times, customers expect to make contact on their terms using their chosen method of communication. With numero uno, Vertex can help organizations to support this demand, helping them to do the right thing for their customers.”

About Vertex

• Vertex is a leading international Business Process Outsourcer (BPO) and Customer Management Outsourcing business (CMO) with clients in the private and public sectors.
• Founded in 1996 it has grown to become one of the largest UK BPO companies (source: Ovum); the number one UK CMO provider (Source: Nelson Hall) and the market leader in Customer Management Services for Utilities in North America.
• It provides a range of transformational service solutions to deliver winning outcomes for our clients in the areas of:
o IT Applications, Services and Products
o Consulting and Transformation
o Debt Management and Special Servicing
o Decision Sciences
• Vertex employs over 8,500 people who span 3 continents and 70 locations, delivering solutions to a wide range of clients 24/7, supporting 45 million customers internationally.
• Annually it processes 28m payment transactions valued at £1.7 billion and handle 20m inbound calls. It prints and dispatches 45 million documents and process 2.7m items of incoming mail each year.

About numero

• numero is a British business that has grown rapidly since formation in 2003. The company employs over 60 people from headquarters in Stockport, England including software development and professional services teams who are responsible for the numero interactive software platform and solution.
• numero clients include two of the top three supermarkets chains in the UK along with a number of large UK businesses.

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