Intrinsic Technology has completed a complete IP-based telephony upgrade at InCommunities including a new Nortel-based customer contact centre.
Intrinsic upgraded InCommunities’ call server with Nortel Call Server software as the foundation for the new contact centre and for new technologies to improve communications. These changes to the call server allowed Incommunities to use Microsoft Exchange for email and unified messaging, support integrated text messaging systems and mobile call routing direct to mobile networks, and increase in- and outbound call channels.
At the same time, Intrinsic upgraded InCommunities’ call routing and distribution so that calls are directed to the correct person in the first instance to improve staff resourcing and the installation of wall boards to update staff on their colleagues’ call status.
Intrinsic was then commissioned to design and install a 50-user contact centre based on Nortel’s Contact Centre 6 system. Multimedia channels were also added to allow tenants to contact InCommunities via voice, email, SMS messaging or web chat.
Jason Baines, IT manager, Incommunities, said, “Reporting on call volumes and staffing has allowed us to resource the advisory areas of our business better – we can identify when call volumes will be at their highest and resource these as necessary. Skills-based routing has also been a great benefit as we can now easily direct queries to the most appropriate advisers.”
Incommunities have now brought all of their customer-facing staff on to the contact centre, with the system expanding to 100 users.