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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 ASC:
With the solutions from ASC, users can increase their service quality, protect their assets and react optimally in emergencies. Challenges of this kind are part of daily business for companies and public safety organizations. With ASC at their side, they benefit from the practice-oriented approach of ASC to not only capture communications streams, but also to structure this flood of data into valuable information which enhances productivity and decreases costs. ASC is a worldwide software provider of omni-channel recording, quality management and analytics. We address all enterprises with recording needs, especially contact centers, financial institutions and public safety organizations. We record, analyze and evaluate interactions across all media, including fixed line and mobile voice, chat, video, screen and SMS. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action. ASC offers its entire portfolio either as on-premise or as a service provider with a cloud solution. We believe in cloud, and thus offer a truly multi-tenant, highly scalable family of products and services – giving our customers full flexibility, allowing them to invest as they grow, always leveraging our latest technology. With subsidiaries in the United Kingdom, France, Switzerland, Romania, Dubai, United States, Brazil, Mexico, HCompany Profile Page

Today's Tip of the Day - Language Options

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

Published: Tuesday, March 2, 2010

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2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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