BTL & 5i working together to deliver Cisco Collaboration & Multimedia Contact Centre

Improving communications, eliminating complaints

BTL provide a wide range of ICT services to their client Williams Medical and were engaged at an early stage in the process of updating the call centre. BTL identified Enghouse Interactive Communications Center (EICC), formerly Zeacom as the best solution to meet the business requirements. Having already installed and currently supporting over 150 EICC solutions, 5i was chosen to work with BTL Communication to provide pre-sales expertise and solution knowledgethat would go beyond a technology project and offer business transformation to Williams Medical.

Working with our channel partner BTL Communication, who deliver diverse internet connectivity, Inbound and outbound telephony services, SIP and mobile, 5i designed and delivered an EICC Multimedia Contact Centre solution, providing pre-sales, installation services and post-sales support to Williams Medical. At the beginning of the project, 5i scoped the business requirements for both now and in the future and mapped these against EICC, providing a roadmap for growth and scalability.

Business Benefits included –

  • Average speed of answer has increased meaning more calls are handled daily and customer complaints have been eliminated
  • Call abandonment reduced from 5% to .5%, contributing to higher sales revenues
  • All issues are resolved quickly with greater visibility and faster access to data
  • 50 hours per month per team saved through performance management of unproductive paid time

 

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