Call Centre Integration

Wightsys worked with a company that had an in-house customer management system but relied on operators manually re-keying phone numbers to make calls. It was obvious that there was efficiency savings to be made by automating phone calls and the call centre management had talked to several solution providers. The problem was all the solutions tendered required the company to use the new providers CRM package.

The company also requested that all customer conversations be recorded for quality and training purposes.

Solution

Wightsys realised that the ideal solution for the company would be to enable voice integration into the company's existing in-house system. This would prevent any need to import/export data between systems, and users could continue to use a system and terms that they were familiar with.

Wightsys identified the best solutions that met the company's requirements and integrated the systems within the existing CRM application.

Savings & Benefits

• Operator efficiency increased by 25%
• The implimentation was seamless and caused no disruption to the call centre
• Customer calls could be retrieved and listened to in a number of ways within the existing CRM system including:
• By Customer
• By Operator
• By Result