Principality Building Society upgrades voice systems

IP-based platform was introduced to better manage customer call volumes

A new voice system is helping Principality improve service levels

Welsh building society Principality has completed the migration to a new voice platform, implemented to better manage increasing volumes of customer enquiries.

The new IP-based service - which covers 70 branches across Wales as well as the firm's call centre - is provided by NTL Telewest Business and supported by a call routing system supplied by Cisco.

"Telecoms is a vital asset that allows us to continue to deliver better service and services to our customers," said John Williams, IT director at Principality Building Society.

"One of the things the new network has allowed us to consider is the use of presence technology. It means an operator will be able to get an instant decision for a potential mortgage customer because they know that an underwriter is available in headquarters to make that approval."