Lingerie etailer Figleaves has moved to a cloud-based contact centre to improve service levels.

The retailer is using cloud-based system Connect, provided by Intelecom, in its central call centre in Haverhill, Suffolk.

The system provides automated call routing and accurate reporting for the retailer. It allows supervisors to better track performance, cutting down the time it takes to extract meaningful reports from hours to minutes.

The customer service centre supports 1.2 million customers in 100 countries. 57% of the Figleaves’ customers contact the etailer via its call centre.

Figleaves customer service manager Sarah Arnold said: “Customers are at the centre of everything we do, [The system] helps to support our overall drive to deliver an exceptional customer experience.”