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Case Studies : Aquarius

Opportunity
Aquarius was in need of a complete contact centre solution. Requiring both a hosted telephony platform, and also a hosted contact centre solution, they needed the functionality and flexibility that would allow their technology to grow alongside their business, ensuring that there are no real restrictions with regards to increasing or even decreasing the agent team.

IP3 Telecom and CallScripter, joint subsidiaries of IPPlus (UK) Ltd, have worked together to supply Aquarius with a fully integrated ‘one-stop-shop’, in order to meet all the necessary requirements.

Every member of the Aquarius staff now has the advantage of advanced PBX facilities with intelligent ACD and CTI functionality, incorporating screen pops of the CallScripter software.

Solution
From the outset, it became obvious that CallScripter offered the functionality and flexibility required to simplify the process in the Aquarius contact centres. The CallScripter software has all the capabilities to meet Aquarius's needs, and through joint development and extensive discussion, the perfect solution has now been installed.

Within the last year the software provided by CallScripter has enabled Aquarius to further enhance their operations, and they are now able to conduct efficient operations using agent desktop interface incorporating inbound, patch through and outbound call control, CallScripter script integration with screen pops, and supervisor screens with graphical and statistical monitoring and control - All without needing the use of any third party software.

Customer profiles are also stored so that they are available for quick referencing for repeat callers. Call type reports can also be generated to see if there is anything that can be done to filter down unwanted calls before they get to the call centre, in order to aid efficiency.

The solution comprises of:

  • ACD – Automated Call Distributor with skill and time based routing.
  • Agent desktop interface incorporating inbound, patch through and outbound call control.
  • CTI – CallScripter script integration with screen pops.
  • Supervisor screens with graphical and statistical monitoring and control.
  • Wallboard screen for snapshot overview of call centre performance.
  • Call recording.
  • Full data management, along with KPI and MI reports via the CallScripter solution.

The hosted service is controlled through a user-friendly web portal. The end user controls exactly which staff can access this portal, and can then control even further with regards to what actions they are able to undertake.

Results
Immediate benefits to the client have been that there has been low capital expenditure, no on-going maintenance costs, and only minimal set up costs, due to the selection of the hosted, rather than a premise based, system.

Managing Director of Aquarius, Roddy Forfar, commented; "As we are currently in such a dynamic and competitive marketplace, the ability to scale our requirements up and down as requested is imperative to our continued profitability and growth and now, thanks to this solution, we are able to implement this effortlessly.


About CallScripter:
CallScripter is a contact centre scripting software solution internationally, designed to increase contact centre productivity whilst improving agent and business efficiency. With over a decade of experience, CallScripter is dedicated to providing unrivalled best of breed solutions to modern contact centres around the globe. CallScripter are a division of IPPlus plc, the AIM listed business services organisation, whose interests include software and outsourced contact centres. The CallScripter headquarters are based in Ipswich, UK with regional partners worldwide.Company Profile Page

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Tuesday, March 2, 2010

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2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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