Challenge

A state government department, responsible for managing over 50 non-integrated call centres, was facing inefficiencies that were draining resources, increasing costs and hindering service levels. Acknowledging similar issues in departments across the country, the federal government mandated the consolidation of call centres within government departments – giving our client the daunting task of integrating a range of very diverse operations.

Solution

Online was engaged to carry out a full-scale integration of the department’s call centre operations across the state. The result is an advanced call centre solution built on an innovative SIP-based framework with an open architecture and VoIP capabilities. This solution not only centralizes our client’s call centres, but it gives them a range of advanced capabilities along with new levels of flexibility and scalability.

The solution utilized Online’s services in…

• Service Oriented Architecture
• Integration Services
• Contact Centre Optimization
• VOIP
• SIP
• Genesys

Benefits

• Increased efficiencies with advanced call centre functionality.
• Time savings, cost savings and decreased duplication with a centralized solution.
• Improved service levels with agent desktop capabilities.
• Advanced customer insight with integrated data and centralized reporting.
• Future scalability and flexibility with a standards-based solution