Insurance broker invests in latest telecoms technology

Yorkshire insurance broker Wilby has made a major investment in state-of-the-art telecoms technology.

Wilby is an independent chartered insurance broker and risk management specialist based in Halifax, West Yorkshire, which serves individuals and businesses across the UK.

It employs 65 staff, of which most are employed to provide customers with expert advice on insurance products.

Wakefield-based telecoms specialist NGC Networks has installed the latest Avaya telephony hardware and software, along with a Liquid Voice call recording solution for Wilby to enhance its customer service standards in the competitive insurance marketplace. Liquid Voice is a Leeds-based software house specialising in contact centre applications.

The new solution also includes a secure payment system which protects sensitive information and complies with Financial Conduct Authority (FCA) and Payment Card Industry (PCI) standards.

Anthony Heywood, marketing and IT manager at Wilby, said: “The new system is efficient, modern, user-friendly and more reliable. It is a much easier to use all round. Importantly, it is an upgrade to an existing Avaya system so our staff are familiar with its functionality.”

Wilby is an existing NGC customer and part of a growing client portfolio that also includes Superbreak Holidays, Manning Stainton, Puma UK, Animalcare, Bradford Bulls and The Car People.

Director Dean Harrop said: “We have a strong relationship with Wilby and were pleased to assist them in upgrading their Avaya system and introducing the latest technology to their business. This investment will ensure that Wilby continues to offer a high quality customer service experience, which is a critical factor when choosing an insurance provider.”

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Dean Harrop

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