Global provider of navigation solutions, TomTom International, has ditched Avaya for a Genesys platform which is being rolled out this year at its customer service centres in Australia, the Netherlands and United States.
With more than 400 agents, the company needed a strong customer service platform and the ability to provide more detailed information to contact centre staff.
The Genesys Customer Interaction Management (CIM) Platform with Inbound Voice and GVP are now in production with InfoMart yet to be rolled out.
TomTom International customer support general manager, Roy van Keulen, said over the last three years the company has experienced huge growth which required a flexible solution.
He said this meant a high levl of scalability and stability.
"Genesys is an open platform, which makes it easy to integrate with a variety of business systems," he added.
Using workforce optimisation, van Keulen said the company can create accurate, flexible staffing plans, optimising all available global resources.
"By routing calls to available agents at any of its regional contact centres, TomTom provides true 'follow the sun' service," he said.
The platform will improve first call resolution as it automatically captures, processes and routes all incoming customer calls and e-mails based on pre-determined business criteria. Integrated reporting provides a universal view and management of each and every customer interaction.
"Interactions are delivered to the right agent, regardless of location," van Keulen said.
"Agents are then presented with all available customer information via screen pop. Integration with TomTom's CRM system provides a deeper level of information for agents, greatly improving agents' abilities to resolve inquiries quickly. "
The contact centre industry is a huge employer in Australia with Department of Employment and Workplace Relations (DEWR) statistics, showing employment has increased 11.2 percent in the past five years.
Overall, the Australian contact center industry is estimated to comprise 1,750 firms representing 3,850 contact centers.
Founded in 1991, TomTom's products are sold through a network of retailers in 30 countries and online.
Genesys software directs more than 100 million customer interactions every day for 4000 companies and government agencies in 80 countries.