Coca-Cola Amatil has signed a $1.5 million contract for a contact centre management solution to improve how it services current customers and enhance its overall customer satisfaction levels.
The company has invested in a MultiVantage Communications applications suite from Avaya. The Interaction Centre with Predictive Dialer and Avaya Communication Manager, which runs on an Avaya S8700 Media Server for the company's call centre, will be deployed at CCA's national customer service centre in St Leonards, on Sydney's lower north shore.
CCA general manager of business services, Norm Farrell, said the solution offered contact centre staff productivity benefits by making their interaction with customers more efficient and simplifying the process of business-to-business service queries and bookings and outbound sales calls.
Farrell said this was a key consideration in product selection as CCA measures its customer service performance by the time its people can spend helping the customer.
Farrell said CCA's contact centre would be able to take on more direct customer support activities, allowing field service reps to focus on growing customers' businesses.