technology and consultancy services to Australian based company - Synergy
Contact Centre Solutions. More than 100 agents are already using the new
technology and the implementation is now being rolled out across a total of
275 seats in Perth, Collie, Albany and Sydney.
At the heart of the new installation is the Contact Central offering from BT. Contact Central is a proven contact centre platform which will enable Synergy to evolve its traditional call centres into next-generation, multimedia contact centres. The new platform allows agents and customers the flexibility to communicate seamlessly through the integration of voice, web, email and SMS. A predictive dialler, bill payment gateway, voice recognition and customer relationship management functionality are also fully integrated, allowing improved reporting and customer service across multiple channels.
BT Syntegra is providing consultancy and systems integration to ensure a smooth transition and will be providing a full managed service for the live systems.
John Vander Ende, chief operating officer at Synergy, said: "BT Syntegra was
able to offer us a total solution - from initial consultancy and systems integration, to installation and ongoing local support. That was very important when we were deciding on a partner to assist us with the upgrade.
"Our contact centres support both inbound and outbound campaigns for our customers, which mainly include small to medium businesses and charities. It
is vital that our agents and our customers' customers are able to communicate using whatever channel they find most convenient - whether by traditional voice, or via email, the web or SMS. BT Syntegra provided a cost-effective, multi-channel solution that also allows us to easily scale the solution to up to 2,000 seats. The ability to deploy new remote call centres in a couple of days was extremely important to us and influenced our decision to proceed with BT Syntegra."
Tom Frtunik, BT Syntegra's general manager, Australia and New Zealand said:
"The provision of contact centre technology and managed services to a specialist such as Synergy demonstrates the value of BT's Contact Central
offering, teamed with the local skills and experience that BT Group possesses in the Asia Pacific region. By taking advantage of our one-stop-shop approach, companies such as Synergy are able to offer their customers the very best services and solutions available."
Simon Burke, Director, Contact Central, BT Asia Pacific, said: "Contact Central has been really successful in Europe. It's great that we now have our first installation in Australia, we are expecting a lot of interest in the multi-channel functionality of Contact Central across the Asia Pacific region."