Integrated solution combines intelligent telephone and email management capabilities of Genesys and Alcatel OmniPCX Enterprise
Singapore, November 10, 2003 -
StarHub, Singapore's leading info-communications service provider,
announced today that it has selected Singapore Computer Systems
(SCS) as its partner in consolidating its existing call centre
operations to further enhance customer care. StarHub and SCS will
enable this through the Alcatel OmniGenesys solution, which
comprises the Alcatel OmniPCX Enterprise IP-based interactive
communications platform and Genesys Suite 6 software.
With the new solution, StarHub will be able to consolidate its call centre sites on a single, robust infrastructure which will support a more cost-effective long-term solution in terms of hardware usage and deployment, call agent management, system availability and disaster recovery.
Said Mr Philip Tan, Head of Operations & Support, StarHub, "Service excellence is crucial in an industry where there are many service providers offering similar products and services. That is why we are always on the lookout for innovative ways to deliver quality service and convenience to our customers. The integrated Alcatel OmniGenesys solution will help us fulfill this aim as it will transform our call centre with its advanced technology into a next generation contact center. This will enhance the service experience of our customers whenever they find a need to communicate with StarHub using any available multimedia channels."
Currently, StarHub’s two call centres are supported by different technologies for its Private Automated Branch Exchange (PABX), Interactive Voice Response (IVR), Computer Telephony Integration (CTI) and Voice Recording Unit (VRU) systems. By integrating these, StarHub aims to achieve the following objectives:
- enable easy and convenient access to StarHub
- more responsive first contact resolution of customer enquiries and service requests through better contact management capabilities and pooled multi-skill workforce
- easy and friendly self-help services to customers. Synchronizing the IVR will enable customers to gain easy access to all information and services through a single number.
- enhancement of the work force management system (WFM) to enable better resource allocation of call centre staff to handle increased call volumes during peak periods.
- enable enterprise wide reporting on call statistics. Report consolidation is critical in monitoring call patterns and agent routing performance.
Playing a key role in this integration exercise is SCS, who was awarded the contract by StarHub to design and integrate its two call centres. SCS will undertake the implementation of the solution which consists of Genesys Enterprise Routing, Workforce Management, Internet Contact Solution, Genesys Voice Portal, integrated on the Alcatel OmniPCX Enterprise, the industry's first true enterprise-wide IP Communication platform.
SCS believes that this solution will offer StarHub greater flexibility in managing its resources, while lowering operational costs. While the system ensures greater cost-efficiency, SCS recognises that customer service levels will be kept high with an innovative dynamic priority allocation mechanism. This mechanism developed by SCS, will enable StarHub to provide commensurate level of service to its customers.
"SCS is pleased to lead in StarHub’s initiative to make each encounter their customers have with the contact center easy and hassle free. Great customer service is what StarHub believes in, and we are proud to be a significant partner in StarHub’s customer equation," said Mr Chua Ah Leng, Executive Vice President, Solutions, SCS.
"We are happy to have selected SCS as our working partner in this integration project as we are confident that SCS has the right expertise and dedication in carrying through this project. With this integration, we will be able to maximize productivity of our call centre and IT resources, better support our hubbing initiatives for our customers and ensure customer satisfaction as well," added Mr Tan.
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