Client
VOOProfile
- Belgian telecommunication operator
- Offers digital television, broadband Internet and telephone services made available across all networks in Wallonia and Brussels
Needs
- Multimedia contact centre
- Standardisation of call handling
- Fast integration with SAP
- Secure environment
VOO
VOO is one of the largest cable operators in Wallonia (Belgium) and provides cable, digital television and telecommunication services to consumers as well as businesses.To run its operations efficiently and effectively, VOO needed the right tools for its new 600-agent contact centre; it required an effective multimedia contact centre capable of dealing with inbound and outbound services in order to standardise different ways of handling calls. Rapid integration with SAP, a centralised call-management tool and a secure environment were further key challenges of the project.
"With the fully integrated services provided by Solidus eCare, the contact centre will increase agent and supervisor productivity and produce more efficient call routing and significant cost savings for VOO."
Downloads
-
Download
(.pdf | 0.32 MB)
Solution
- Aastra MX-ONE®
- Solidus eCare® Multi Media Contact Centre
Benefits
- Standardised call handling
- Provides the information and management tools to monitor and analyse the performance of VOO’s contact-centre operations
- Guided workflow for analysis that identifies the characteristics of the best and worst agents, teams and service transactions with respect to cost and quality metrics
- Access to transaction details such as calls, customer surveys, bills and claims to automatically validate analysis findings