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News : Aussie Replatforms Contact Centre Systems


Sydney, Australia, Dec 16, 2020 -- Home loan provider Aussie has replaced its technology underpinning its contact centre operations with Amazon Connect.

Aussie selected Amazon Connect after a consulting engagement identified a number of gaps in their existing telephony solution.

"We were paying a lot of money for a system that didn't really give us what we could have elsewhere," Aussie's customer contact centre senior manager Natalie Gumley said.

The business worked with VoiceFoundry, an Amazon Connect partner, to implement the new solution and drive performance improvements across the call centre.

Timm Mayers, an Aussie customer contact centre manager, said previously it was difficult for agents to navigate between screens when on calls.

The new platform allowed agents to focus on serving the customer rather than operating the software.

"Once it's easier for them to navigate they're really focusing on that customer experience instead of where to find things and how to get to these," Mayers said.

Aussie has also introduced dashboards to show the performance of the contact centre, enabling supervisors to recognise and intervene in difficult calls.

The company also plans to embed customer service through social media interactions into the platform in the future.

"I want to be able to have full visibility of what our team is doing and what that means to our customers in order for us to establish where we should best resource our team," Gumley said.

"I've been quite blind to that. Especially when things like Covid and bushfires happen, you can't plan for these so it'd be nice to know where we can move resources in order to support our customers in the best possible way."

Aussie is also undertaking a multi-phase digital transformation of its home loan application processes led by Aussie’s inaugural chief digital officer Rainer Rhedey.


Posted by Veronica Silva Cusi, news correspondent

About Aussie Home Loans:
Company LogoAussie is an Australian retail financial services group with operations spanning all mainland capital cities and major regional centres throughout Australia. The Commonwealth Bank is an 80 per cent shareholder in Aussie.
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Today's Tip of the Day - Games Trainers Play

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

Published: Thursday, December 17, 2020

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2021 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

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