Case Study: Carillion achieves £800,000+ annual savings and a resilient intelligent contact centre with Daisy Group

Carillion plc - Customer Case Study

Carillion plc, a UK support services and construction company operating a 300-seat National Support Centre in Rotherham, faced a legacy contact-centre system that was expensive to support and unable to handle multimedia interactions without costly upgrades. Carillion engaged Daisy to modernize the environment, selecting a Mitel Enterprise Contact Centre and IP phone system to provide intelligent queuing, multimedia handling, call recording to FSA guidelines, and PCI/DSS-compliant receipting.

Daisy implemented the resilient Mitel solution, integrated Mitel reporting into Carillion’s bespoke database, and provided 24/7 NOC coverage plus dedicated service and support managers; the rollout delivered five core sites and support for over 2,000 IP endpoints in year one and later expanded to around 12,000 phone users and 10,000 mobile clients. By using SIP trunks and consolidating legacy PBX contracts, Daisy helped Carillion cut line rentals and realize immediate savings of more than £800,000 per year while improving regulatory compliance and management information.

Carillion