July 24, 2016
Telephonetics VIP, voice automation and speech recognition specialist, has integrated its Contact Centre telephony with the Enterprise Case Management solution from Lagan, a government software supplier.
The integration of Telephonetics VIP’s Contact Centre telephony which is designed to ensure effective routing of incoming calls, the concept is aimed at trying to ensure that the customers call is quickly and easily directed to the correct person or office.
This saves valuable time for the staff involved by not answering calls that were inadvertently directed to them and also ensures a higher degree of satisfaction for the caller avoiding the frustration of being passed from one office to another. This is achieved with Automatic Call Distribution or ACD.
Lagan’s Enterprise Case Management system is more specifically designed for the needs of local government offices in what the company refers to as a more citizen-centric emphasis which is aimed at easily connecting members of the public with the correct department or individual to deal with their needs.
The company believes that with the correct tools it is easier and more efficient, not to mention cost effective for the public and their local government to make contact. The system will help resolve queries first time and reduce avoidable contact, thereby achieving key targets and performance indicators set by the Government, including NI14.
Lagans Enterprise Case Management system or ECM, can be utilized to smooth the routing of all calls to alleviate miss-directed and un-necessary telephone calls.
The key benefits of the integration of the two company’s systems will include:
• Speed – reducing data input from two systems to one frees up time, allowing more calls to be handled
• Ease of use – agents have fewer key strokes to make thus reducing the risk of inaccuracies
• Call experience – having a caller’s details on screen before taking the call means the agent is better prepared, and caller’s experience is improved.
One of the unique aspects of the integration is a colour coded telephony information window which shows the Contact Centre ACD status, ensuring the Contact Centre’s incoming call situation is easily understood. For example, if an agent starts to log out but is the last agent currently logged in with a particular skill, then colour-coded warnings make them aware of this.
With telephony records automatically logged in the Lagan system, the full picture of operational activity can be seen, enabling management to make informed decisions about the best allocation of skills and resources to deliver both enhanced customer satisfaction and increased operational efficiency.
Both organisations are focused on creating and delivering solutions which address real business needs for the public sector. Lagan has over 160 government customers worldwide while Telephonetics VIP has over 50 UK public sector customers.