21.10.2007 - Contact Center for eSky

21.10.2007 – Contact Center for eSky

Business Challenge: the company providing flight ticket sale through the  internet faced necessity of customer service system implementation, which would fulfill the growing needs while its’ dynamic growth. The replacement of non-effective Call Center with multi-channel Contact Center System operating the incoming calls and e-mails has become a great challenge. The high priority in designing process of the solution was the fact that the client predicts an integration of the system with an internal access application responsible for connection searching according to specified criteria and ticket reservation.  Moreover, possibilities of extending the system with additional agents and interaction channels have also been required.

Implemented Solution: In response to the customer’s needs Unima 2000 has implemented Contact Center AgenTel 6.0 software dealing with two interaction channels: incoming calls and e-mails. The highest priority for choice of the solution appeared to be guaranteed cooperation of the system with already existing telephone exchange Siemens HiPath 3800. The implemented system includes IVR with RAD application responsible for building the scripts of connections operation, multi-channel Contact Center System with universal contact queue. This solution is managed according to diverse routing strategy: skill base routing, agent base routing, time base routing, etc. Additionally the system has its own reporting system, which enables presenting information about Contact Center state as a website.