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Case Studies : Cargiant Revs Up Customer Engagement With Enghouse Interactive, Cisco and 365IT

#contactcenterworld, @cosmocom, @EnghouseInterac

Cargiant needed to expand its ability to service a growing customer based and implemented technology from multiple solutions providers to improve their business as you'll read in the following case study.

Based in White City, North-west London and founded 40 years ago, Cargiant is one of the world’s largest used car dealerships. The business now supplies nearly 1,000 cars a week and has up to 8,000 cars in stock. Its reputation has been built around its ability to offer a great product at unbeatable prices. The firm buys vehicles in bulk and its ability to drive through a high volume of turnover and keep its costs down, enables it to pass on savings to its customers and choice.

Cargiant has a long-established reputation for innovation, having pioneered the idea of a car supermarket back in the 1970s and this has helped it keep ahead of the pack over the years. Today it is continuously looking at new ways of engaging with customers and delivering added value to them. Here, we look at how Cargiant has achieved its goals with the help of technology partner, 365IT, and the Enghouse Interactive’s Communications Center (EICC) and Cisco’s Call Manager, all in a simple cloud environment named Purecom.



Changing Nature of Customer Engagement

With the ongoing migration to digital communications technology, success in automotive sales today depends more than ever on car businesses being able to successfully harness the growing volumes of information that they have at their disposal and using it to keep customers and prospects continuously informed, both online and in the showroom, about the offers they have available.

As Marta Trindade, Call Centre Manager with Cargiant explains: "customers today increasingly expect to be kept informed about all the vehicles we have on offer and so the key role of our contact centre is to ensure we are providing them with as much information as we can to help to inform and ultimately drive our buying decision.

This is becoming more challenging as the nature of customer interaction is changing all the time," she adds. "We are seeing a proliferation in the range of different communications devices and methodologies with which our customers are choosing to interact.

"The proportion of people using the latest digital technologies to contact us goes up exponentially every year. This year, we envisage that approximately 65% of our online visitors are using mobile devices to get in touch.

As a result, customer demand is no longer confined to the working day," she adds. "We see spikes first thing in the morning when people are getting ready for work, or on their daily commute, and then again at lunchtime. Typically, in the evening, with customers at home, the proportion of emails sent from laptops grows as the volume of mobile calls falls away."

All of the reasons above plus a need to update its existing telephony system, which was no longer supported, drove Cargiant to implement a flexible telephony and contact centre solution capable of meeting this growing and ever-changing demand.

In addition, Cargiant wanted to explore a number of financial solutions which would allow them to adopt this new technology and start reaping these benefits quickly, yet at the same time offering them predictable cost and control.

In order to address the issue and meet the challenge, Cargiant looked at several solutions on the market from a range of different providers before, with the help of trusted IT partner, 365IT, it took the decision to implement a digital communications platform, integrating phone and emails.

It was a decision taken by Cargiant’s call centre, customer services, maintenance and IT management teams, all working together in tandem.

"We recommended PureCom – a managed communications platform that enables improved customer experience which can be delivered either on-premise, or through a hybrid or cloud environment. The benefits of an opex-based model were extremely attractive to Cargiant and this was the chosen platform that we moved forward with," says Luke Yaghmoorali, Account Manager, 365IT.

PureCom’s core platform utilises Cisco Telephony for back office users and the intelligent communications routing and recording functionality via the Enghouse Interactive Communications Center (EICC) solution.

This functionality would immediately enable the contact centre manager to have a 360° view across all incoming and outgoing communications, making it easier to monitor and track email and call queues; run reports on interaction trends and schedule available staff more accurately.

Marta Trindade, Call Centre Manager with Cargiant, said: "Having used an older version of EICC previously (Zeacom), most of our staff were familiar with the set-up. We therefore required very little training on the software but more importantly we already understood how the system worked and how best to configure it for maximum advantage.

"Being able to draw on their expertise of our trusted partner 365IT was another key business benefit," she added. "They understand the way our contact centre works and they could therefore advise of how best to integrate Cisco and EICC with our existing infrastructure and platform and optimise the potential of the solution. That insight has been critically important to us already and will also be key when we need to adapt the system in the future."


Reaping the Rewards

One of the great benefits Cargiant has been able to achieve through implementing EICC is an improved reporting capability. Since installing it, Cargiant has been able to extend its reporting capability from voice only to emails and to other communications channels. This has helped the management team improve its understanding of what is happening in the contact centre, and therefore make more informed decisions about the overall approach.

Cargiant has carried out reporting on a daily basis on such areas as queue volumes, average call duration and agent performance for eight years, but the new system has enabled it to carry these reports on emails. "We use the feedback we get from the reports to address issues with the teams and to make informed changes to the overall tactics and strategy that we use in the contact centre going forward," continues Trindade.

Another important advantage is enhanced integration. According to Trindade: "the new system is connected to our CRM solution, and that means that for the first time, caller ID information is made available to the agent in real-time as the customer phones in. We can bring in information from our customer database to help the agent, so we know who the caller is, at what stage of the purchase they are and that capability is further enhanced by the use of on-screen pop-ups which alert agents to relevant caller information. All of this allows us to deal with calls more quickly, resolve queries much faster and achieve higher levels of customer satisfaction.

"Since implementing EICC the average duration of contact centre calls has gone down from three minutes to two and a half, and that in turn has decreased average wait time significantly," she adds.

Cargiant also uses call recording to monitor agent calls both to ensure that customers are getting the best possible service but also that they are compliant with automotive industry guidelines and the latest financial payment regulations. The new EICC solution renders this process easier by making it faster and more straightforward to track calls than it was previously.


Thinking Ahead

Looking to the future, Cargiant has plans to evolve the system by putting in place web chat facilities. In line with the approach adopted throughout the whole period of engagement, though, such an implementation will only take place in conjunction with a carefully considered tactical and strategic planning process.

According to Trindade, "when you are undertaking a project of this kind, you need to have complete clarity about what you are looking to achieve before you even start putting the nuts and bolts of the technology in place. It’s a complex undertaking. You need to assess all of your existing processes in the contact centre from queues to the answering protocols to the make-up of your teams and decide if you want to change anything. That’s where the knowledge of engineers is often crucial in helping you to decide how particular changes in the platform and in the overarching infrastructure could potentially help you to achieve your goals. Engineering expertise can also be invaluable in helping you to explore key ‘what if’ scenarios before you start the implementation.

Further flexibility is provided to Cargiant by the opex pricing model that 365IT has made available to them. According to Trindade, "this enhanced flexibility is important to us and makes it much easier for us to bring in extra agents at times of peak demand.

As Trindade concludes: It’s yet another example of why this project has worked so well for us at Cargiant. In today’s increasingly competitive automotive sector, operational agility is vital. Firms like ourselves need to react quickly to customer demands and new market trends if we want to achieve business advantage. The EICC solution, installed and ably supported by 365IT has played a critical role in enabling us to achieve these goals."



#contactcenterworld, @cosmocom, @EnghouseInterac


About Enghouse Interactive:
Company LogoEnghouse Interactive’s integrated suite of solutions includes omni-channel contact center, self-service, attendant operator consoles and workforce optimization. This portfolio places us in a position to offer customers and partners a complete, fully featured solution from a single vendor. These solutions support the full range of deployment methods from premise-based to private, public or community cloud and even hybrid requirements. We have over 25 years’ experience developing solutions that enable organizations to leverage existing contact center technology and applications, overlaying additional functionality and enabling the contact center to flex with demand.
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Today's Tip of the Day - Simplicity, Simplicity, Simplicity!

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

Published: Friday, December 23, 2016

Printer Friendly Version Printer friendly version

2022 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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