Belfast communications firm partners with firmus energy to provide first Gamma contact centre in NI


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  • Barclay Communications, the business mobile, landline and IT provider, has partnered with natural gas company firmus energy to bring a brand new service to its entire team.

    The partnership will see firmus energy become the first business in Northern Ireland to provide a Gamma contact centre. It follows on from another three-year contract between the companies. 

    The Horizon Cloud Gamma Centre will allow firmus energy to engage with customers more easily and simplify customer interaction in what is one of the industry’s most complete business phone systems.

    A cloud-based contact centre solution integrates seamlessly with the wider Horizon infrastructure which allows agents to easily handle calls from their web browser and supervisors to manage the call queues and keep on top of the agent's KPIs (Key Performance Indicators) in real time.

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    The new system also provides a rich new customer contact experience for voice, email, web chat and more allowing agents to work from anywhere on any device. firmus employs over 100 people, most of which are heavily reliant on effective communication both internally and externally between colleagues and clients.

    Barclay Communications has worked with firmus energy since 2019.

    The Horizon Cloud Gamma Centre took 10 weeks to become fully operational and will mark a first for Northern Ireland. It gives the energy provider’s customers a whole new omni-channel experience in a time of digital evolution.

    Speaking about the partnership, Britt Megahey, Managing Director, Barclay Communications said “Gamma Contact Centres offer customers an experience unlike any other. It’s a convenient advanced response to a fast moving world. Our teams are really passionate about customer experience. We assigned a Project Management team who operated on-site to support the rollout alongside a team of engineers. Prior to installation, the system was discussed extensively and pre-built in a trial phase which ensured a really smooth transition.”

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    Niall Martindale, Interim Managing Director at firmus energy, added: “We wanted a telephone solution that would enable our team to work effectively from home whilst making sure quality standards remained as high as ever. Our customer services team are the centre focus for inbound and outbound customer queries so it is essential they have a system that gives them the same capability as they would have working from the office. As we now live in a hybrid working environment, this new system gives us flexibility and ensures we continue to offer a premium service to our valued and prospective customers.”

    Source: Written from press release.

    About the author

    Aoife is a Sync NI writer with a previous background working in print, online and broadcast media. She has a keen interest in all things tech related. To connect with Aoife feel free to send her an email or connect on LinkedIn.

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