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Case Studies : Aquarius
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.
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.
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.
Today's Tip of the Day - Experience And Architecture
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.
Published: Tuesday, March 2, 2010