In the latest stage of a long association with Anglian Water, Carillion Communications has installed 12 plasma screens and a new control system. The project took place at call centre offices in Lincoln and was inspired by Anglian Water’s desire to display different messages about operational risk and customer satisfaction on multiple screens across the department.
Carillion recommended the installation of the plasmas (including seven Panasonic TH-50PH12 50″ displays) together with a Mondo Matrix 16×16 System. Mondo Matrix is a full-matrix scalable Cat5 switch platform that switches and distributes video, audio and serial signals from source to displays over distances of up to 2,000ft. Calypso Encore software was employed to create a simple interface to send the content to the screen, with Anglian Water now able to convey different messages on different screens under overall control by Mondo Matrix.
Tony McIntosh, voice network engineer from Solution 1, Anglian Water’s voice network infrastructure provider, commented: “Anglian Water had vital information that would benefit their operational and call centre teams and therefore their customers, but did not know how to show this visibly. Carillion Communications recommended and installed the plasmas and the Mondo Matrix System. We can now quickly show information such as how many jobs were completed to time and how many are still outstanding, which in turn will help us increase customer satisfaction.”
Documenting the enduring association with the water company, Carillion project manager Adrian Adams told IE: “We have a long-standing relationship with Anglian Water, providing assistance in the areas of videoconferencing, call centre installations and presentation rooms. We have been involved in successfully supplying equipment to their call centre operations for a number of years.
“They have an ongoing annual maintenance agreement with Carillion Communications to ensure that all the equipment is well-serviced and [in] full working order; this is particularly important for Anglian Water, which runs a 24-hour call centre for its customers across the Midlands and northern England from the head office in Lincoln. Over the past few years, Carillion has received a number of urgent call-outs, [and] a successful response has always been achieved within a few hours of the call.”
