Compaq rings up call centre deal
- 09 June, 1999 13:05
Compaq scored a win in the services arena last week by securing a contract with Great Southern Energy to install a call centre solution at the company's site in Queanbeyan, NSW.
Great Southern Energy is looking to add bill payments, automated announcements, and 24 hour, 7-day service to the call centre in its first significant step towards offering advanced customer relationship management technology.
The NSW energy provider elected to install the solution using Compaq's ProLiant servers running an interactive voice response system from InterVoice.
Both Compaq and Great Southern Energy refused to reveal cost estimates, but Compaq described it as a significant win for its growing call centre-related services and integration business.
"One of the reasons we were chosen is we have a strong background in this area," Compaq Service's director of sales and marketing, Les Davey, said.
Davey added that previous call centre wins include Queensland power supplier Energex and Telstra. Compaq won this latest deal in January after pursuing the company since 1997. Compaq has almost completed acceptance testing of the call centre, with the market rollout expected to take place this month.
Greg Wood, Great Southern Energy's acting chief executive, said the deal is motivated by the organisation's push to offer 24-hour service for bill payments and account balances and increase the speed of call-related services.
He explained that around 30 per cent of the 7500 calls a week to Great Southern Energy are credit card payments or account balance enquiries. "These are the sorts of calls that can be easily managed by an interactive voice response system, freeing the CSRs to concentrate on more technical calls," he said.
Wood said an advantage of using Compaq's server-based call centre design is that it overcomes the organisation's concerns about the reliability of desktop-based systems.
Compaq is using InterVoice's OneVoice call and business automation platform and Network Services Platform 5000 after securing a partnership agreement with the company in August last year.