By
GreentechLead Team: Veolia Water, a water and wastewater management firm, is
planning implement a single integrated computer telephony system capable of
capturing all data in its call centre.
Veolia Water
receives around one million calls a year in its call center. The company is
developing a computer telephony integration (CTI) framework with Intelecoms to
deliver a “totally integrated” operation.
“We
found the original telecommunications infrastructure increasingly restrictive,
simply because technology had moved on. Effectively, I was the cloud, having to
physically monitor, distribute and diverts calls myself to various workgroups.
The time had come to consider automation as a more proactive means to deliver
an enhanced customer experience,” said David
Gray, resource and planning analyst at Veolia Central.
The CTI
framework enables Veolia to capture of all essential customer and agent data,
building upon the existing PULSE system, which includes workforce optimisation
software. In practice this involves a skills-based routing facility whereby a
phone operative’s skills are matched with the needs of the caller. The CTI
framework also will be applied to speech analytics and customer feedback.
For Veolia
this is the latest development in its use of cloud-based technology, having
installed a system in 2005 to replace its previous telephony-based private
branch exchange (PBX) system. The current IT queues calls in the cloud.
According to the company’s analysis, this resulted in abandoned calls dropping
from an average of 7 per cent to 2.8 per cent.
The company
has also recently deployed Intelecom’s Broadcast module, which permits
operators to make a call out to a pre-defined list of numbers. Information,
such as billing details, can be read by an automated message, freeing up phone
operators to receive more inbound calls.