CCT shortlisted for Contact Cente of the Year
CCT's solution design skills were acknowledged again at the Channel Network Awards on Thursday 1st October 2009. The awards recognise those solutions, implemented in the last 12 months, that have reached and exceeded a clients’ expectations and requirements, and CCT featured as a finalist for "Contact Centre Solution of the Year".
CCT has previously twice been a winner of Contact Centre Solution of the Year and their position on the shortlist for the implementation and design of a contact centre at Neopost UK (www.neopost.co.uk) is yet more recognition of their experience and industry expertise.
Solution Overview
Neopost UK supply advanced solutions for online or offline postage, including franking machines, folding and inserting equipment, postal automation software, electronic letter openers and addressing printers. Neopost was looking for a solution to address the ongoing needs of their 100 seat Customer Service centre, back office and branch workers.
The main drivers for this project included reducing call volumes, improving customer satisfaction, leveraging the in-house Siebel CRM, leveraging their website and improving the stability of their technology.
CCT recommended the replacement of their existing telephony platform with a new Avaya Communication Manager solution – which has enabled them to access and take advantage of the variety of applications and functionality that an IP telephony system brings.
By introducing tools such as CTI Screen Popping, Customer Self Service and Preview Dialling, Neopost is now able to enhance their customer service offering, improve efficiency across the whole of their enterprise and leverage their existing technology infrastructure further. CCT also recommended the introduction of an email multimedia solution to further enhance the flexibility of their Customer Service centre as well as integration between their Siebel CRM database and call centre telephony platform.
"Although we already had some of the technology in mind, CCT were able to fulfil all of our requirements with their response. The suggested solution ticked all the boxes and with CCT’s professional team at the helm we were comfortable that this was the solution to take us forward" said Warren Tait, Customer Services Director "Overall we are extremely pleased with the solution that CCT has implemented and we are looking forward to working with CCT to continue to maximise the benefits of IP Technology”
For more information on CCT's products and services, please contact a member of the CCT team on 0117 3115885.