Gold Coast unified communications (UC) service provider, DMG Communications, has deployed the Avaya IP Office platform for sales, marketing and advertising company, AIDA Group, to enable its pursuit to improve its not-for-profit and enterprise clients’ customer experience.
DMG Communications senior sales and pre-sales manager, Donna Chisholm, said the company was brought in by reference of AIDA’s Telstra account manager.
According to AIDA Group, its aim, through its contact centre, is to help its clients such as the Red Cross and Telstra, better connect with their own customers and prior to the UC transformation, the centre used a basic telephony system that lacked automation.
As a result, the number of sales made on behalf of clients was limited.
AIDA acquisitions manager, Daren Williams, said the company was eager to automate components of the contact centre system because it enabled a higher level of control for the staff in managing incoming and outgoing calls.
“This means we can reach more customers on behalf of our clients, while also managing both our and their costs,” he added.
Following consultation from Avaya partner, DMG Communications, AIDA transformed its contact centre by deploying the Avaya IP Office platform and automating its processes.
As part of the implementation, DMG enabled automated recording capabilities to ensure industry regulation compliance as well as enabling the development of staff training programs.
Additionally, the Avaya deployment provided live call queues and visibility into all communications to give staff access to the necessary information to work closely with its clients’ customers. The transformation also enabled reporting capabilities including statistics on call duration and timestamps.
DMG Communications senior sales and pre-sales manager, Donna Chisholm, said when DMG was originally engaged, AIDA was looking at having to expand its agents to cover more customers for its clients.
“It was great to see what the solutions provided for the customer. After deploying the solution, AIDA had to no longer put on more agents so we have saved the customer considerable money because the staff they have in place are now able to reach out to those additional customers they needed to expand on.”
Chisholm said the solution was rolled out within 12 weeks from the time of engagement.
“We are very much about ensuring that the customer has a smooth rollout and that data collections and due diligence is done before rollout,” she added.
Avaya general manager of services A/NZ, Darren Read, said that "every minute counts" and "affects the bottom line" when a small group of specialists handle a large contact centre operation.
“With Avaya, AIDA is not only able to eliminate time-consuming manual processes, but it can also analyse where it can even further improve its processes to increase the value it delivers to its clients while keeping its own costs down. This is particularly important for the work it does around call verifications for the nation’s not-for-profit companies,” Read added.
Chisholm said as a result of the success deployment, DMG has ‘future-proofed’ further work with AIDA.
The contact centre has another site in New Zealand that DMG is also in the process of rolling out solutions for.
“We are currently working on a global WAN link for the new site so that all operations can still happen from the Gold Coast,” Chisholm said.
“The next stage after this, is integrating with AIDA’s CRM to allow click to dial, so there is even more functionality to come after this,” Chisholm mentioned.