The Challenge

To improve customer service and agent productivity, Expotel needed to integrate their 4 disparate call centres into a single ‘Virtual Contact Centre’ that would support home agents and enable calls to be answered by the correct agent in a fast and efficient manner regardless of location. The solution also needed to incorporate the relocation of Expotel’s head office.

Solution

Expotel selected 4Net Technologies to design and implement an IP Contact Centre based on an Avaya Communication Manager (ACM), to be integrated into a new MPLS Wide Area Network (WAN). The solution involved migrating Expotel’s legacy Avaya Definity systems into a centrally managed, single IP based Communication Manager. The new system was implemented for 750 users and 400 agents across 4 sites, including the relocation of the head office within a 3 month timescale. 4Net also provided the new head office with a Local Area Network (LAN), Wireless network and IP Telephony.

Benefits

• Improved competitive advantage for Expotel by providing home working for agents whilst still centrally managing them.
• Enhanced customer service and improved agent productivity through enhanced call routing directing calls to the correct agent regardless of the geography.
• Central management of all agents from a single platform, improving reporting and reducing management time.
• Reduced cost and enhanced functionality through additional applications such as call recording and IVR.
• Reduced infrastructure and agent costs through contact centre virtualisation over a single MPLS network