Communications and technical services company, BSA, has selected ICT consulting and solutions provider, Tecala, to deploy an IP communications software suite.
The Interactive Intelligence Customer Interaction Centre (CIC) software will help handle BSA’s contact centre workforce with automatic call distribution, interactive voice response, unified messaging, desktop faxing, softphone presence management, multi-channel recording and blended dialling.
CIC will replace BSA’s existing Avaya PABX and Verint voice recording system. The company’s 120-seat contact centre based in Sydney Olympic Park, handles approximately 5000 calls each day and about 4000 daily jobs.
Tecala will manage the deployment of CIC in Sydney and the solution will also be rolled out across NSW and Victoria via central administration functionality. Personalised extension number features will also now enable BSA to offer their contact centre staff the option of working from remote-based home locations.
“From an agent perspective, CIC’s reporting functionality will help us to better manage our contact centre staff and their performance by predicting peaks and troughs in calls, call lengths and then anticipating staff rostering requirements,” BSA infrastructure manager, Tony Crvelin, said. “We’re expecting to gain efficiencies from our workforce as a result of Interactive Intelligence which will assist in the lead up to Christmas, traditionally our busiest period of the year.”