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Sydney, AUSTRALIA, September 21, 2005 - Mitel, a leading provider of IP communications solutions, today announced that Voyages has successfully deployed a fully converged IP contact centre at their Sydney head office. The contact centre is one of the cornerstones of Voyages’ customer service strategy, delivering fully integrated voice, fax, and email contact methods for their guests.
Voyages is an Australian travel company, providing experience-based holidays in spectacular wilderness locations including the Red Centre, Top End, Queensland and Tasmania. Voyages operate award-winning properties such as Ayers Rock Resort, Longitude 131°, Lizard Island Silky Oaks Lodge, Odyssey Tours & Safaris and Cradle Mountain Lodge.
Greg Hucker, General Manager IT&T for Voyages said, “Pampering our guests, and providing great and memorable experiences is critical to our business. The contact centre is our number one priority as far as technology is concerned. We handle more than 1,000 inbound calls per day, and our business relies on selling the Voyages experience at every point of contact. Revenue depends on the smooth operation of the contact centre in a converged IP network environment.”
Working within a tight 4 week implementation window, Voyages decided to partner with Ericom, a Mitel accredited Gold Partner, to design and implement their new contact centre, as well as handle a complex building move.
After detailed analysis of the work practices used by Voyages in their previous contact centre, Ericom worked together with the Voyages team to design a more efficient work flow system combining email, voice and fax transactions. Ericom then created a proof of concept system based on Mitel’s contact centre solution, to enable the Voyages contact centre team to evaluate and fine tune the design of the proposed solution.
Greg Hucker continued, “After thoroughly evaluating all of the major contact centre vendors, we partnered with Ericom and Mitel, because their solution allowed us to pick and choose exactly the modules that suited our business, while offering simple options for growth. Email already makes up 60% of our inbound transactions. Our Mitel contact centre integrates email, fax, and voice into a single easily managed system.”
Incorporating several Mitel 3300 Integrated Communications Platforms (ICP), the fully fault tolerant contact centre solution involves the Mitel Contact Centre Solution (6100), Mitel 6150 Multimedia Contact Center (MCC), Mitel 6160 Intelligent Queue, Mitel 6125 Real-time Schedule Adherence, and Mitel call recording solution.
Greg Hucker commented further “It was a tough project, combining 3 buildings into 2 new sites, and completely upgrading to a brand new contact centre system. Ericom’s consultants were a key part of our implementation team. They worked as hard as we did to ensure the solution worked perfectly on day one.”
To help deliver six star service to their guests, Voyages have implemented sophisticated contact centre workflows, training systems, and monitoring capabilities.
Inbound email, fax and voice communications are intelligently directed based on the nature of the transaction to specialist customer service team members. Service levels are constantly monitored with real time reporting, and employee work schedules are automatically optimised via the Mitel 6125 Real-time Schedule Adherence module.
Effective training is of critical importance for all customer service team members working within the contact centre. Mitel’s call recording solution allows all aspects of agent performance to be recorded. For training purposes, audio recordings and all on-screen computer activities are able to be automatically captured and retained. These recorded transactions are used to demonstrate best work practices to new team members, as well as identify possible ways that services can be improved.
Gwilym Funnell, Mitel Australia Country Manager commented, “Mitel’s Contact Center Solution can help any business deliver six star service to their clients. Our solution produces automatic reports, generates team member schedules, automatically tracks work flows, and makes it easy for you to coach your team to become customer service superstars.”
Detailed contact centre reports are now automatically generated and emailed to relevant staff on a daily basis, and sophisticated team member scheduling is now handled automatically.
Greg Hucker concluded “Before we upgraded, we were comfortable with our old contact centre. After running with our Mitel contact centre, we now realise just how much our old system had been holding back our business. Mitel’s contact centre solution is truly best of breed, and has helped us lift our customer service to a new level.”
About Mitel
Mitel is a market leader for voice, video, and data convergence over broadband networks. With a focus on the user experience, the company delivers advanced communications solutions that are easily customized for individual business needs. Mitel solutions extend from intuitive desktop appliances and applications through to Applications and Services Gateways that enable business process integration and enhancement. Customers are provided with innovative ways to leverage their resources and migrate to the benefits of IP communications at their own pace. Mitel is headquartered in Ottawa, Canada, with offices, partners, and resellers worldwide. For more information visit www.mitel.com.
About Voyages Resorts and Hotels
Voyages is an Australian travel company, providing experience-based holidays in spectacular wilderness locations including the Red Centre, Top End, Queensland and Tasmania. Voyages operate award-winning properties such as Ayers Rock Resort, Longitude 131°, Lizard Island Silky Oaks Lodge, Odyssey Tours & Safaris and Cradle Mountain Lodge. For more information visit www.voyages.com.au |