- 23 July 2003 09:49
AC&T Outsourced Contact Centre Implements Concerto Software Solution
Concerto Software Helps Australian Cable & Telephony Enhance Customer Service and Contact Centre Efficiency
Melbourne, 23 July 2003 – Concerto Software, a proven provider of customer interaction management (CIM) solutions, announced today that one of Australia’s leading outsourced contact centres, Australian Cable & Telephony (AC&T), has selected Concerto Software’s unified customer interaction management (CIM) solution for implementation in its 100-seat national contact centre in Melbourne. Concerto Software is expected to help AC&T increase productivity and enhance the breadth and quality of services it can offer customers.
Established in 1997 as an outsourced contact centre for Optus, AC&T now boasts more than 700 permanent and contract employees that deliver a mix of contact centre and direct sales services to organisations including the Australian Government, Origin Energy, Lucent Technologies, Toll Logistics and Singtel Optus, and others. Operating 24-hours a day, the Melbourne centre makes an average of 32,000 outbound calls and receives approximately 1,000 inbound calls each day, in addition to sending and receiving scores of emails and faxes.
Concerto Software’s comprehensive solution incorporates the functionality required by multimedia contact centres into a single, unified platform. It delivers rules- and skills-based call routing for inbound calls, outbound predictive dialling, interactive voice response (IVR), email management, web chat and collaboration, voice messaging, monitoring, recording and reporting. Concerto Software’s technology also enables AC&T to leverage real-time knowledge about customer relationships to dynamically deliver a personalised and consistent customer experience across all communication channels. Using this solution, AC&T will be able to generate tailored reports and allow managers to view the entire picture of real-time and historical events, from data generation and analysis through to completion and final processing of sales and contact results.
“This will have an enormously positive impact on our ability to consistently and effectively achieve the desired outcomes for our clients,” said Andrew Kaszubski, AC&T’s General Manager of Technology. “With Concerto Software, AC&T increases its ability to service customers with 100 per cent accuracy and to deliver consistent levels of quality.
“By providing a true ‘one-stop’ solution for complete manageability and visibility across all aspects of the contact centre, Concerto Software enables us to offer a total communication solution and to optimise the customer’s experience,” Kaszubski said. “It works seamlessly with our existing infrastructure to deliver additional functionality with a high degree of redundancy, flexibility and scalability to accommodate future growth. We anticipate a conservative productivity increase of over 30 per cent from day one, with additional efficiencies being realised over time as we further refine our processes and skills.”
“AC&T interacts with customers across all channels via both inbound and outbound, and needs to maximize their existing technology – all of which makes them an ideal user of our unified contact centre platform,” said Pramod Ratwani, Concerto Software’s Vice President of Asia Pacific.
About Concerto Software Concerto Software, Inc. (NASDAQ: CRTO) is a proven and reliable provider of contact centre solutions that help companies better manage customer interactions via voice, email, the Web and fax. With multiple strengths – including financial stability, talented people, innovative technology, more than 20 years of industry expertise and a singular focus on the contact centre – Concerto Software is a trusted partner to more than 1,200 companies across the globe. Concerto Software is headquartered in Westford, Massachusetts, with operations across North America, Europe and Asia. For more information, visit www.concerto.com.
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