In a bold move to modernise its operations, Betfred has partnered with Yorkshire-based Vapour Cloud. This technical advancement is set to overhaul the betting giant’s communication systems.
As Betfred upgrades its customer service framework, the new cloud-based platform promises enhanced security and operational efficiency. This move aligns with the company’s commitment to adapting to industry changes and improving service quality.
Revolutionising Customer Communication
Yorkshire’s Vapour Cloud has unveiled a ground-breaking cloud-based platform, Höllr, crafted to transform Betfred’s customer interaction. This state-of-the-art system integrates various communication forms such as voice, video, SMS, email, and social media, providing a seamless, omnichannel experience.
Betfred’s decision to upgrade its technology stems from the need to comply with evolving industry legislation. This overhaul reflects Betfred’s foresight in recognising the importance of secure, adaptable communication systems in a competitive market.
The pivotal role of Vapour Cloud’s platform lies in its ability to cater to B2C operations necessitating top-tier security. The system’s call recording feature is particularly innovative, offering automated pauses when sensitive card data is entered. This ensures customer data protection by masking DTMF tones so operators hear only a flat sound. The recording recommences post-CVC code input, safeguarding against data breaches.
Adaptability and Compliance
The new system’s flexibility extends beyond mere communication enhancements. It supports remote working, enabling continuity even in disaster recovery scenarios.
Höllr’s implementation follows a rigorous three-month ‘proof of concept’ trial, with Betfred’s VIP testing team playing an integral role in its development.
Once integrated within Betfred’s 150-member call centre in Wigan, the platform will be rolled out across Betfred’s expansive network of 1,700 shops in the UK, ensuring uniformity in customer interaction nationwide.
Investment in Security
Security is a top priority for Betfred, especially in light of upcoming GDPR requirements. The partnership with Vapour Cloud exemplifies Betfred’s proactive stance on data protection.
Betfred is noted for its dedication to safeguarding customer information, a commitment that Höllr enhances by ensuring secure payment processing with PCI DSS Level 1 compliance.
This partnership stands as a testament to Betfred’s dedication to not only maintaining but elevating its security measures amidst evolving technological landscapes.
Improving Customer Experience
Mark Hilton, Betfred’s head of customer services, expressed confidence in how the new system would revolutionise customer interactions.
Höllr’s capabilities offer a dual advantage of refining customer service and enhancing efficiency, meeting Betfred’s high standards for user experience.
The introduction of such cutting-edge technology underscores Betfred’s initiative to provide unparalleled service while streamlining its operations.
A Strategic Move
The partnership with Vapour Cloud represents a strategic maneuver for Betfred, aligning with its goals of technological advancement and customer satisfaction.
Betfred receives approximately 50,000 calls monthly, showcasing the need for an efficient and reliable communication system.
By integrating Höllr, Betfred not only enhances its service delivery but also fortifies its stance as a forward-thinking leader in the betting industry.
Operational Benefits
The operational benefits of integrating such a sophisticated system are manifold. These benefits include not just improved customer interactions but also operational efficiency and adaptability.
Employees are given the flexibility to manage customer interactions from diverse locations, ensuring that business operations run smoothly under any circumstances.
This flexibility bolsters Betfred’s ability to maintain consistent service standards regardless of physical location, a critical advantage in today’s dynamic business environment.
Conclusion
Betfred’s collaboration with Vapour Cloud signifies a remarkable leap in technological adoption, promising a secure and efficient customer service experience.
The initiative positions Betfred at the forefront of the betting industry, demonstrating a commitment to customer security and modernised operations.
Betfred’s partnership with Vapour Cloud ushers in a new era of communication and security, ensuring compliance and efficiency.
With Höllr, Betfred sets a benchmark for innovation in the betting industry, enhancing customer experience and operational capacity.
