Morning People,
I thought I would start a string on something I would be interested in hearing about.

How about the pro's and con's of the Call Centre Hardware you employ. I would be interested in hearing from the other side of the fence, what the professionals in the field really think about Avaya, Aspect, Rockwell, Davox, Mosiax & any other platforms out there.

Why is one better than the other, what are your views.

Jason


CCT are the winners of the 2002 Avaya EMEA Business Partner Best Business Practice Award

Jason

Great idea. I'm possibly about to take the plunge with new kit (switch inspection pending!) and would be interested in any feedback too. :)

OOoh a techie thread.



I'm not that Au fait with modern technology!

Having moved from a Harris to a Lucent then onto Meridian all I can really say
is for a small to medium center whizz bang technology is probably not required.

The first question you need to ask is are we using existing technology correctly.

My own experience of this is based on the events of the last year.

We have moved from a 45% service level to a 90%+ level. Our answer time is down to below
the target and our ABA rate is below 2%.

This has all been done using the existing Meridian system by intelligent routing, (We've actually cut the number of menus).

Other factors were reviewing and changing the Forecasting and Scheduling models. I use spreadsheets I've designed that give a call forecast accuracy based on existing data of over 95% and normally 98(ish).

There is a push toward having the latest system. I think my point is why spend out on a new switch when a minimal investment in your existing system will reap the same rewards.

At the same time several tools are on the market that I like. Some EWFM packages have features I like and CTI IS the next big thing! One of the most dramatic displays of this was last year when I booked a holiday with BA. I'd rung up the first time and checked availability and prices, unfortunatly at the time I couldn't book as my passport needed updating and I needed the passport number to book because of the destination (Cuba, I'll rub it in!)

Four weeks later I got my passport back. I'd been told by BA that my reservation would be held for 14 days so I expected to go through the whole reservation process again. What I got for want of a better word Gobsmacked me. The phone was answered on the third ring after a 2 choice menu. I was then asked if that was Mr Appleby and when I replied yes I was asked if I was interested in the same booking, saying yes again I was told to "Hang on a second". 10 seconds later I was told it was available and would I like to book.

Very very impressed!

Any other opinions out there?

DaveA

Hi Dave good to speak to you again,

I have had the same experience with BA, there service is 1st class all the way.
When you call them after 9pm they transfer you to a call centre in New York, they call them run with the sun call centre's we have some highly experienced staff who have set a few up.

Also when you log onto the website once you have register they have personalised service for your favourite destinations and departure points.

Sharon I would be interested in talking to you about any new kit, you can email me jrdickson@callct.co.uk.

Jason

Jason,

Am already well advanced in spec chats. In fact with another Avaya Business Partner recommending a Rockwell solution! Sorry... Having to put to bed briefly whilst I concentrate on all matters people related! If things don't pan out I'll be in touch.

Thanks again,

Hi folks,
Hi any know how about the Contact Pro Suite from Concerto Software.I have read thier doc and it says it can do both Outbound as well as Inbound and have quoted great Statistics.I would also like to know if it has been implemented and if possible some performance statistics.


Thanks & Regards,
Niranjan Tribhuvan.

Niranjan,

Distinctive strengths of ContactPro:

a. Comprehensive, converged solution that manages customer interactions across all channels of communication including voice, fax, e-mail, and the Web.
b. High scalability and reliability.
c. Open system architecture and rich APIs for integration with other enterprise solutions, including customer relationship management, enterprise resource planning, work force management, agent scripting and legacy solutions.
d. Skills-based routing that uniquely and precisely routes interactions to the individual agent with the best skill match.
e. Multimedia blending of all interactions to a single agent desktop.
f. Unified management and administration of all interactions from a single touch point.

In India, it has been implemented at many call centres like Delhi Call Centre (Gurgaon), Silgate Solutions (Mumbai), ICC (Mumbai), Goldstone (Hyderabad), Minerva Telelink (New Delhi), Care Principium (Pune) & Delta World (Pune) etc, in capacities scaling from 50 seats to 350 seats.


Manoj Matai
manojm@calljunction.com

Can somebody give a comparision between,
Concerto Contact Pro suite
with
Interactive Intelligence's CIC (I3)
Thank you
Malick