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Woosh Wireless is New Zealand’s leading wireless phone and broadband provider, offering broadband sales and support to the capital city, Wellington. Boasting a world’s first deployment of wireless broadband technology, Woosh’s major innovation was to offer “off-the-shelf” broadband in a simple package, available via the internet, over the phone or via a national network of retailers.
With over 70 customer service representatives handling hundred of calls a day, Woosh wanted to move its call centre from a satellite office, back to its corporate headquarters while maintaining the quality of its 24x7 service. At the same time, Woosh decided to replace the entire call centre infrastructure into a more robust system with rich functionalities to support its growing business and more sophisticated customers.
Woosh deployed media servers and gateways that support and run Avaya Communication Manager (ACM) to provide a highly flexible and scalable platform that can be mixed and matched to create customized solutions using Avaya voice applications. Across this robust platform, a combination of Avaya Contact Centre Elite and Avaya Contact Center Express provides a feature rich multimedia contact centre suite. Avaya’s comprehensive Call Management System reporting application and new workforce management tools delivered important information for Woosh in enhancing its service delivery.
Phase one has already been implemented, enabling Woosh to realize key benefits such as improved customer satisfaction and increased business productivity. Additionally, Woosh now has improved visibility on reporting and diagnostics, resulting in more proactive customer support and responsiveness. A view of the customer behavior also allowed an immediate analysis of customer interactions for improved sales and marketing activities.
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