Alcatel-Lucent Enterprise provides skills-based routing for distributed call centres

Alcatel-Lucent Enterprise announced that Intelligo Software, provider of Human Resource and Payroll software across the UK and Ireland, has implemented Alcatel-Lucent OmniPCX Office Rich Communication Edition (RCE) and Contact Centre solutions to manage its call centre support services for its HR and Payroll software.

As a growing SMB, Intelligo was looking for a scalable phone system that would enable it to improve contact centre operations and offer its growing client base improved services. When the company extended its services to include a managed software option, the contact centre acted as the point of contact to deal directly with client employees making payment queries. The Alcatel-Lucent solution enabled dedicated dial-in numbers for clients – for example, phones could be answered individually for each client, “XYZ Ltd Payroll Dept.”

The Alcatel-Lucent technology also enables Intelligo to connect teleworkers to its contact centre, an option which would not have been possible with its previous telephony system. This enables Intelligo to significantly improve staff retention levels by enabling its workforce to be mobile, and in this way, minimising training costs.

Advanced Telephone Systems, a Dublin-based provider of complete telecommunication solutions, is a fully certified partner of Alcatel-Lucent which was selected to deploy and manage the solution for Intelligo Software.

Padraig Gill, Director at Intelligo Software Ltd “Since implementing the Alcatel-Lucent OmniPCX RCE and contact centre, we have improved staff retention by allowing agents to work from home – no matter where they are based – transferring calls to them by a simple push of a button!

“We have also gained the ability to pull out significant statistics on how our call centre agents are performing. For example, if a call is abandoned after the customer has held for more than 60 seconds, the support centre is sent an email containing details of who called. We then call them back directly, allowing us to significantly improve the customer experience.”

Eamon Connaughton, Head of Distribution, Alcatel-Lucent Enterprise, UK & Ireland “It’s been great to see Intelligo increase the use of our technology as their business has expanded with the addition of a managed service.

“The benefits which Intelligo has witnessed in improving customer service and employee retention is a great testament to its company ethos, and this serves as a great example of what you can achieve using Alcatel-Lucent solutions for employees located across the world, especially with today’s demand for increasingly mobile workers.”

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