Press release
Computershare Implements Telewest Business’ SRS Service To Help
Support Business Continuity and FSA regulations
19th April 2005. Computershare Investor Services, the world’s
largest share registrar group has chosen Telewest Business’ SRS
Advanced solution to manage all its inbound telephony services in
the UK. SRS (Special Rate Services) is Telewest’s name for a range
of non-geographic numbers such as 0800 and 0870. Computershare will
gain full control of all incoming calls and their routing across
the UK, and to international destinations where they also have
customer contact centres.
Due to come into force in 2007, the Basel II code on risk
management requires financial organisations to better assess and
manage the risks they face, including disaster recovery. In case of
an unpredicted disaster, Computershare, using the SRS Advanced
Solution platform, will easily be able to switch call routing for
any of their FTSE 100 client calls.
Computershare will also take advantage of SRS Advanced
Solutions’ unique graphical web interface, with clickable icons,
drop-down menus and help functions that make it easy to perform any
necessary call routing plans in real time.
“We have a long standing relationship with Telewest Business who
provide us with voice, data and internet services,” said Martyn
Drake, IT Director, Computershare. “We will be able to launch
disaster recovery procedures via the web interface instantly,
without our customers noticing any difference in the quality of
service they receive. This will help us to comply with Basel II
regulations and implement our business continuity plan required by
the Financial Services Authority, “ Matt McCloskey, senior product
manager, SRS, Telewest Business said that following the imminent
Basel II accord, disaster recovery and more effective handling of
customer calls have risen to the top of the agenda for financial
organisations.
“Our SRS Advanced Solutions have put Computershare firmly in
control when it comes to managing customer’s incoming voice
traffic. If a disaster strikes, they will be able to switch calls
between centres as needed, and modify routing plans all in real
time." he said.