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Case Studies : Intellis

High telecoms costs and poor levels of service are constant complaints of call centre managers. But, says Patrick Byrne, MD of Glasgow-based outbound call centre operator Intellis, cost savings of up to 63 per cent and substantially enhanced service levels can be had through researching the market and switching telecoms providers.

"Our business is coping well with the economic downturn but I was becoming increasingly frustrated by the inability of the big telecoms players to understand us or even tailor their services to our needs.

"Our cost of calls and the structure of the tariff we were on simply made no sense for us. Admittedly, and as it turned out, we had been on the wrong tariff for ages, but we were clearly being taken for granted since nobody at our supplier seemed to care about us or the fact that we were paying way over the odds."

As a result, he said, Intellis went to market to see if there was a better way of purchasing telecoms. "I fully understand that telecoms providers have to make a margin from their services to us but I greatly resented being treated like a number rather than a living, breathing business with its own way of doing things.

"I wanted a single dedicated service contact responsible for handling and resolving everything from fault reports through to making regular contact at pre-determined intervals to ensure we are getting the service we expect and need. I also wanted aggressively priced call rates which reflect the nature of our operations and low minimum call charges which reduce further on a sliding scale as volumes increase."

Mr. Byrne narrowed down his search to a handful of providers and eventually, to abica, a ten years old UK based telecoms operator focused solely on the small to medium sized business community. The company has built a long standing and loyal base of customers because it focuses on delivering reliable, good value telecoms products, covering mobile, landline, broadband and now IP telephony products.

Said Mr. Byrne: "Once we had signed up with abica, they took care of the whole process of transferring the contracts and numbers from the previous provider without any further need for us to get involved, leaving us to get on with the business of running a contact centre.

"I was particularly pleased with their ‘my abica’ electronic billing and analysis suite which really lets us analyse, understand and manage the cost of calls. Our telephone bill used to arrive in a box and we had no realistic way of analysing our call costs to see whether or not we were being charged correctly and no sensible way of working out if we could save money on call costs.

"We thought we had a good deal from our previous provider, but with abica we will save 63% on our telecoms costs. And while the cost saving is important, it is abica’s focus on our business objectives that sets them above all the other providers we have experienced."

Said abica MD, Scott Allison: "Our first priority was to understand the nature of Intellis’s business and the pattern of calls it made. This enabled us to develop a real understanding of its service and product needs.

"We proposed our Contact Centre Tariff plan, adapted it to Intellis’s structure and as a result we were able to reduce its telecoms costs by a whopping 63 percent, though in my experience a 25 per cent reduction is more usual for most call centre operators.

"In addition Intellis now has the ability to analyse its bills online or download them in spreadsheet format to analyse them in as much detail as it wants. Equally, Intellis is much more confident that in a crisis its dedicated contact at abica will make resolving faults easier and quicker with less of the ‘run around’ that was required with the previous provider."


Today's Tip of the Day - Motivation

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

Published: Tuesday, August 4, 2009

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2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

10.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

11.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

12.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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