Caroma Dorf Implements Premier Technologies Hosted Contact Centre
Announcement posted by Rivers of Communication 17 May 2010
Premier Technologies (Premier), a leading Australian supplier of contact centre solutions, announced today that Caroma Dorf, Australia’s leading supplier of tapware and bathroom fittings and fixtures, has chosen to implement Premier Contact Point at its contact centres throughout Australia.
After multiple acquisitions, Caroma Dorf found itself with separate functional contact centres scattered across Australia, with multiple inbound numbers and no clear view or control of realtime as well as historical performance.
Caroma Dorf selected Premier Technologies’ hosted solution, Premier Contact Point, as their preferred contact centre application after a successful pilot program proved it would be able to give them a unified view of their contact centre operations.
Premier’s hosted contact centre solution has tied together sixty agents across the country into a single virtual contact centre and assisted Caroma Dorf as they work to create a consistent and efficient experience for all their customers.
“Premier Technologies has delivered a solution that is easy to understand, easy to maintain and very effective at tying together all our resources,” said Caroma Dorf National Customer Service Manager Josephine Galazzo. “For the first time, we are able to respond to and manage the centre in realtime.”
“The circumstances in which Caroma Dorf found itself are perfect for a hosted solution,” said Premier Technologies CEO Fausto Marasco. “By investing in this platform to enable unified performance reporting across all agents in realtime, Caroma Dorf is in a position to focus on developing the skills and capabilities that will continue to build their business.”
In addition to clear savings in the areas of hardware and software purchases and maintenance, a hosted solution delivers peace of mind and increased security and redundancy for organisations. From an operational perspective, adopting a hosted solution such as Premier Contact Point allows the focus to be taken off the technology and placed squarely back on the people, skills and contact centre processes that deliver real tangible benefits to a contact centre’s bottom line.