Optimax
ROCKETUK.COM implements Avaya technology to improve performance at Optimax Call Centres Avaya IP Office Solution Including Compact Contact Centre and VCM Integrates Inbound and Outbound Call Centres and Improves Performance Monitoring
ROCKETUK.COM, the contact centre specialists, today announced the installation of an Avaya IP Office and Compact Contact Centre solution for the UK's number one providers of laser eye treatment, Optimax. Implemented at its inbound call centre in Newcastle and new outbound call centre in Peterborough, the system delivers improved telephony capabilities and performance monitoring.
The project commenced in early 2007 with ROCKETUK.COM being approached to equip Optimax's new outbound call centre in Peterborough with a telephony system and the ability to conduct real-time and historical reporting. Head of Technology at Optimax, Nick Russell explains, "ROCKETUK.COM have a 24 hour contact centre themselves, built around the Avaya IP Office solution. So we felt assured that they understood our telephony needs and the importance of reporting to assist in boosting agent productivity, improving customer service and overall call centre performance."
Following the successful implementation of the Avaya IP Office telephony system and Compact Contact Centre reporting package in Peterborough, ROCKETUK.COM's team were asked to replace Optimax's Samsung telephony system with the same Avaya technology at its inbound call centre in Newcastle.
The next phase of the project is to implement a VoIP connection utilising Avaya's VCM (Voice Compression Modules) that will allow call traffic to pass between sites over IP via their WAN (Wide Area Network). "Using the VoIP connection we will be able to move workload and customer enquiries more efficiently around both call centres, without incurring additional call costs. Also, our Call Centre Manager can monitor performance using the reports from Compact Contact Centre across both sites," comments Nick on the benefits of this integration.
Nick adds, "The Avaya system implemented by ROCKETUK.COM has fully met all of our call centre technology requirements, whilst giving us a solid and scalable platform that we can build on as Optimax continues to grow."
Operations Director of the Avaya business partner, ROCKETUK.COM, Phil Boyle concludes, We are in a unique position of being able to deliver a full range of telephony services from Avaya, supported by a highly-qualified team, whilst acting as a reference site for call centres ourselves, through our own outbound Rocket Ansa Call contact centre service."
