- North America
- Enterprise
Aerial Capital Group
Aerial had to leapfrog existing taxi call center standards and deploy a solution able to meet industry benchmarks. The Mitel solution, progressively rolled out over 12 months, proved a watershed for Aerial because it provided great flexibility and automation opportunities for the call center to maximise its performance and reduce costs.
At a Glance
The MiContact Center Enterprise contact center provides intelligent skills-based routing and can handle up to 40,000 calls per hour. It enables calls to be promptly transferred to the right people. Its features include multimedia support (voice, e-mail, SMS, internet collaboration, fax and web chat in a single virtual queue), mobility for agents, a virtual contact center for distributed sites and multi-tenancy. It also includes reporting in realtime display as well as and analytics report capabilities for management.
Goals
- Fix problems that included 15,000 missed calls per month and customers being kept on hold for an inordinate amount of time to book a taxi
- Improve response time for callers, performance and customer service
- Find a contact center solution with automation that can support high call volumes (400% increases during peak times), as well as improve performance and reduce costs
Results
- Annual savings of AUS $1.2 million
- Improved customer service
- Reduced agents needed to only 4 instead of up to 60, with the IVR now handling 42% of all calls
- Openness and flexibility of MiContact Center Enterprise allowed the customer to develop an application for smart phones