New call management platform allows DLVA to control and manage call routing plans in real time
Virgin Media Business and the Driver and Vehicle Licensing Agency (DVLA) have signed a three year agreement under which Virgin Media provide its business phone lines, supported by a hosted call management system to DVLA.
Under the agreement, Virgin Media Business network will handle around 20 million calls a year, as DVLA staff support drivers across the country with queries on matters ranging from driving licences, to car tax and registration.
The new hosted call management platform allow DLVA to control and manage call routing plans in real time by routing all of the DVLA’s incoming calls made to its non-geographic numbers beginning with ’08’ and ’03’.The call management platform also allows the DVLA to monitor how the calls are being handled.
In addition, the new system will also allow the DVLA to connect more sites to its network quickly with the help of its telecommunications delivered using the 186,000km Virgin Media Business fibre optic network.
The DVLA network will be bolstered by a further layer of resilience through the full Public Services Network (PSN) accreditation and the accreditation comes after a successful security audit across the entire Virgin Media network, in accordance with the UK’s new NGN 2-2-4 security standards.
Virgin Media Business Public Sector South head Gerry Arthurs said Virgin Media Business all rely on the ability to pick up the phone and reach who we need to, when it need to.
"Having a sturdy, reliable network at the heart of your communications is crucial for every organisation and we’re delighted to be working with DVLA to support its nationwide structure," said Arthurs.
DVLA Telecoms Category Manager Clive Powlson said with 44 million drivers and 34 million vehicle keepers in Great Britain, it’s important that when DVLA customers want to contact us to discuss the services DVLA provide them, they are able to do so in the most reliable and cost efficient way possible.
"Virgin Media Business has put forward a viable proposal that supports DVLA in its commitment to provide a quick and efficient service for our customers, whilst offering great value for money," said Powlson.