Johannesburg, 05 Mar 2012
Softline Pastel, South Africa's leading developer of accounting, payroll, ERP and business software, has enhanced its contact centre platform by introducing the Presence Technology Solution, implemented by INOVO. This has achieved improved customer satisfaction, major cost optimisation and increased productivity.
Softline Pastel was seeking a contact centre solution that would help it increase service quality and revenue, and boost staff satisfaction levels. To meet these goals, it required a single supplier suite to address multiple contact centre requirements throughout the business.
Furthermore, Pastel required a solution that was cost-effective, and one that would allow non-IS/IT staff to address changes independently. Finally, an easy-to-use system was essential so that the staff could adapt quickly and use the system to its fullest potential.
After evaluating several solutions, Softline Pastel decided that the Presence Technology All-In-One Suite fulfilled the conditions required. The implementation was done by INOVO in a phased manner to ensure user acceptance and to make certain that the components were working fully and correctly before moving on to the next component.
Specifically, the solutions implemented were:
* Presence Intelligent Routing for interaction distribution based on business rules.
* Presence Recording (voice and screen), which makes it possible to record interactions for quality management.
* Presence Voice Inbound and Outbound to manage call campaigns.
* Presence Multimedia, which allows agents to handle SMS, e-mail and fax channels.
* Presence Internet for the management of chat, Web callback and Web collaboration channels.
* Presence Scripting, to create agents scripts/workflows.
After the implementation, the agent productivity time and First Call Resolution (FCR) have dramatically increased and the handling times have shown remarkable reduction.
According to Steven Cohen, Softline Pastel's managing director, “Working with Presence and INOVO has allowed us to offer better customer service and to get the most of our contact centre resources and staff. The results are higher customer satisfaction, major cost optimisation and increase of productivity.”
Tamsin Bradford, Pastel's call centre manager, explains: “Before Presence, tracking e-mails was a problem and there was no option for Web chat. It was difficult to prioritise clients in terms of queue management. Now, Presence enables us to prioritise calls appropriately.”
Bradford adds: “We are able to track each agent's productivity time, as well as talk time, which has allowed us to assess the average call duration for top performers versus below average performers.”
To learn more about the Softline Pastel project, please ask us about the full case study and more details:
Presence Technology
(+27) 10 500 3963 | info.africa@presenceco.com
INOVO
(+27) 12 665 2265 | sales@inovo.co.za
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