Australia’s embattled construction sector could benefit from cloud based information systems that can be switched on and off in lockstep with individual projects – with the exception of those organisations based in remote areas like the Kimberleys.
CPS Technology Group, a 100% Australian owned company providing integrated voice and data communication solutions, has won the VoIP installation for Lafarge Plasterboards in Melbourne.
The contract involves installing TeleVantage which is an open system Call Centre which is built on industry standards and supported by world-class Intel technologies which eliminates the need for proprietary hardware. Lafarge Plasterboards has 230 staff with 7 full time customer service agents handling 1000 inbound and 1000 outbound calls per week. The new system had to be able to support 5 PlastaMasta centres in addition to the Customer Service Centre with calls being easily routed between sites based on certain business rules.Other recent CPS Technology TeleVantage installations include Centro Properties who has 800 staff and two different call centres with 16 call centre agents handling 650 enquiries per week. Centro Properties Group ('Centro') is a retail investment organisation specialising in the ownership, management and development of retail shopping centres. Centro is the largest provider of retail space to Coles Myer and Woolworths and has its head office in Melbourne with 39 shopping malls spread throughout Australia.Another new client is Sydney University's Centre of Continuous Education who has 3 full-time customer service staff and 12 casuals handling 700 enquires per week with 1300 enquiries in peak periods. 'The Centre for Continuing Education' (CCE) is a not-for-profit centre of the University of Sydney. Its role is to make the teaching and research expertise of the University available to the public through short courses. All clients cite value for money as one of the key decision factors and the fact that TeleVantage is designed for business users instead of IT programmers. One of the key elements of TeleVantage was the ease of use with it's system design of 'point and click' and 'drag and drop'. Changes made to the business rules driving the system were delivered in 'real-time'.As a result, the Customer Service centres are now managing the various queues themselves, which gives them much better business control and has enabled them to become more nimble and agile when supporting the business goals of the company.
