Case Study: Carlisle Brass halves wait times and boosts customer satisfaction with Avaya Contact Center Select

Avaya Contact Center Select Helps Carlisle Brass Achieve its Customer Service Ambitions

Carlisle Brass, the UK’s largest specialist developer of door and window furniture, was handling around 650 calls a day with a 15‑agent contact centre but faced a major risk when its legacy platform reached end of support — downtime was costing the business an estimated £150,000 per day. The company needed a modern, easy‑to‑use solution that would win over long‑serving agents, reduce wait times and hand-offs, and deliver better reporting and customer insight.

Carlisle chose Avaya Contact Center Select on Avaya IP Office (implemented with partners CHESS ICT and IPNetix) for its usability and CRM integration. Since going live, wait times have more than halved, downtime has been eliminated, reporting and call‑routing (including number recognition) provide near real‑time insight, call recording supports targeted coaching, customer and agent satisfaction have risen, and market share has grown — while email handling and analytics have driven improvements to the digital customer journey.

Carlisle Brass

Paul Gleave

Digital Lead