UXC Connect, iiNet team up on Australian 'first'

Peter Dinham
Wednesday, 07 December 2011 17:04

IT Industry - Deals

ICT services vendor, UXC Connect is claiming a first in contact centre solutions for businesses in Australia and New Zealand by integrating the Genesys skills assessor, workforce management and intelligent workload distribution to work as one business solution for ISP, iiNet.

Working with iiNet, UXC Connect says it has successfully implemented the solution into a pilot team of 250 agents located at the iiNet's contact centres in Perth and Auckland. The pilot deployment started last month and will continue for six weeks.

Caitriona Hayes, iiNet's head of human resources says that the strategic timing and integration of the trial program, greatly assisted in delivering the updated training resources the company needed as it launched new products into the market.

'This trial has given iiNet the capability to mobilise quickly on our latest product launch to ensure our people have all the information to provide our customers the best solutions and as always, awesome customer service.'

The solution allows tasks and knowledge tests to be automatically delivered to iiNet's agents at times of low call volumes by sending an alert advising that a task needs to be completed all with minimum impact to contact centre operations.

By using the Genesys skills assessor, UXC Connect's customised solution for iiNet can determine an operator's potential skills or knowledge gaps and it can then provide employees with the training they need in these knowledge areas. And, with the integration of Genesys workforce management the system can forecast how many staff require further training, which is then delivered to the employee at a time that will not inconvenience other employees or the contact centre customers.

According to UXC Connect CEO, Ian Poole, further integration with Genesys intelligent workload distribution (IWD) ensures the efficient delivery of consistent customer service by optimising the routing of calls and tasks across an integrated pool of resources, ensuring increased customer time and reducing the impact of the task times for the contact centre team.

Ian Poole said that the pilot program with iiNet is a great example of how UXC Connect is working with its partners to deliver positive customer outcomes with measurable business results.

'This is a great result for UXC Connect and our strategic partner Genesys and it demonstrates our ability to deliver innovative and industry leading solutions to our customers. It is yet another example of our experience in developing Australian-first solutions and working with our partners to customise existing solutions to meet our customers evolving needs - in this case the value for iiNet is the complete custom integration of the contact centre solutions to deliver a strong return on investment that reduces impact on workflow within the organisation,' Poole said.

Pool said that in the UK, leading performance optimisation solutions provider, Silver Lining Solutions, with whom Genesys has a long-standing OEM relationship, had implemented the software for leading telecoms providers O2 and BT. 

'In both cases, the contact centres have seen impressive results with 02 achieving average reductions of 50 per cent in training time and 25 per cent in transferred calls, as well as significant increases in training efficiency and first call resolution rates.'