The Organisation

DEFRA are the UK government department responsible for safe-guarding the natural environment, supporting a world-leading food and farming industry, and sustaining a thriving rural economy. A broad remit means they play a major role in people's day-to-day life, from the food we eat, and the air we breathe, to the water we drink.

DEFRA is a ministerial department, supported by 33 agencies and public bodies, employing over 10,000 staff with a budget of around £3 billion. DEFRA Staff are based in London, York, Bristol and Alnwick, with many other satellite offices across the UK.

Ciptex Support

In order to meet DEFRA's tight timetable and requirements, Ciptex designed and implemented the new Inbound Contact Centre within a month, going live on time and within budget.

This included a full network design covering Voice and Data, the Agent positions, a ticketing system, and a reporting infrastructure.

Ciptex's pre-integrated, modular solutions suite facilitated a rapid installation and delivery, taking only a fraction of the time it might have taken had DEFRA opted to build their own in-house solution.

Ciptex have since delivered ongoing enhancements to DEFRA's service, including IVR and inbound call-routing, helping to deliver further cost savings and provide a wider range of services.