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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 multi-channel contact center, self-service, attendant operator consoles and workforce optimization. This wide 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 - Stop-Start-Continue

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

Published: Friday, December 23, 2016

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2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months
PH: +91-9549999916

3.) 
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.
PH: +1 512-872-7565

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)
PH: +302109241486

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)
PH: (+61) 406 501 368

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
PH: +44 345 0181 070

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
 

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