UXC Connect delivers Australian first Contact Centre Solution for iiNet to enhance customer service
Sydney, Australia, 7 December, 2011 – Leading Australian ICT infrastructure solutions and services company, UXC Connect has announced that it has achieved a first in contact centre solutions for businesses in Australasia by integrating the Genesys Skills Assessor, Genesys Workforce Management and Genesys Intelligent Workload Distribution to work as one business solution.
Working with leading Australian internet provider iiNet, UXC Connect has successfully implemented the solution into a pilot team of 250 agents located at the telco’s contact centres in Perth, Australia and Auckland, New Zealand.
The pilot, which commenced last month and will continue for 6 weeks, allows tasks and knowledge tests to be automatically delivered to agents at times of low call volumes by sending an alert advising that a task needs to be completed all with minimum impact to contact centre operations.
Caitriona Hayes, Head of Human Resources iiNet says that the strategic timing and integration of the trial program, greatly assisted in delivering the updated training resources the company needed as it launched new products into the market.
“This trial has given iiNet the capability to mobilise quickly on our latest product launch to ensure our people have all the information to provide our customers the best solutions and as always, awesome customer service,” said Hayes.
By using the Genesys Skills Assessor, UXC Connect’s customised solution can determine an operator’s potential skills or knowledge gaps and it can then provide employees with the training they need in these knowledge areas. The integration of Genesys Workforce Management (WFM) can forecast how many staff require further training, which is then delivered to the employee at a time that will not inconvenience other employees or the contact centre customers. Further integration with Genesys Intelligent Workload Distribution (IWD) ensures the efficient delivery of consistent customer service by optimising the routing of calls and tasks across an integrated pool of resources, ensuring increased customer time and reducing the impact of the task times for the contact centre team.
In the UK, leading performance optimisation solutions provider, Silver Lining Solutions, with whom Genesys has a long-standing OEM relationship, has implemented the software for leading telecoms providers O2 and BT. In both cases, the contact centres have seen impressive results with 02 achieving average reductions of 50 per cent in training time and 25 per cent in transferred calls, as well as significant increases in training efficiency and first call resolution rates.
UXC Connect, CEO Ian Poole said that the pilot program with iiNet is a great example of how UXC Connect is working with its partners to deliver positive customer outcomes with measurable business results.
“This is a great result for UXC Connect and our Strategic Partner Genesys and it demonstrates our ability to deliver innovative and industry leading solutions to our customers,” said Poole. “It is yet another example of our experience in developing Australian-first solutions and working with our partners to customise existing solutions to meet our customers evolving needs – in this case the value for iiNet is the complete custom integration of the contact centre solutions to deliver a strong return on investment that reduces impact on workflow within the organisation.”
About UXC Connect
UXC Connect is a leading Australian ICT infrastructure solutions and services company. Its services offer comprises outsourcing, cloud, managed and support services and its enterprise solutions include Data Centre Optimisation; Workspace Innovation; Enterprise Mobility; Entertainment and Content; Security; and Contact Centre. With innovation its guiding principle, UXC Connect thinks nationally and acts locally. Its flat state-based structure allows it be flexible and relevant to its customers, using technology to deliver solid business outcomes. Offering broad and deep capabilities across market-leading products, UXC Connects’ solutions and services are underpinned by a flexible and agile approach to design, delivery and support.
UXC Connect, part of UXC Limited, employs more than 650 staff across the country, has more than 1500 customers and has a commanding presence in the Australian technology market with projected revenues of more than $235M.
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