Customer: Digicall
Company: NoeticaCustomer: DigicallSubmitted by: MCC InternationalDate: November 1999(SWITZERLAND) Digicall is one of Switzerland’s top three paging service providers, offering real-time information services across its paging network. With over 1,200 clients, and a wealth of experience in communications services provision, Digicall now provides call centre services. They wanted to offer their clients’ not only traditional call centre services, but also intelligent customer contact management. After a review of the available software systems that could support Digicall’s business expansion, Noetica’s Synthesys was chosen as the best solution.
Digicall’s Call Centre Manager – Remy Berzin explains the company’s direction, and the reasons why it chose Synthesys.Digicall is one of Switzerland’s top three paging service providers, offering real-time information services across its paging network. With over 1,200 clients, and a wealth of experience in communications services provision, Digicall now also provides call centre services. They wanted to offer their clients’ not only traditional call centre services, but also intelligent customer contact management. After a review of the available software systems that could support Digicall’s business expansion, Noetica’s Synthesys was chosen as the best solution.
“Our strategy of moving into call centre services was not to become a simple outsourcing centre for handling massive call volumes. We knew there was a demand from our clients and prospects for more sophisticated customer contact management to support their customer relationship management (CRM) plans. Of course, we do not want to restrict the volume of calls we can handle at peak times.
We are doing this by setting up a national and international network of alliances with other similarly minded call centre service providers.””Anyone who knows about call centre technology can instantly see how demanding we had to be about the capabilities and flexibility of our chosen software. One of our key requirements was that the system could create and modify in real-time, so we could rapidly make amendments to campaigns.””We were setting the call centre up with carte blanche and wanted to use that fact to our advantage. With Synthesys, we were able to gain a competitive edge through its user-friendly, non-technical set-up, removing the need for C++ or Java programmers. This also gives us the enormous advantage in the speed of set-up times; we can have a campaign conceived, written, tested and up and running within just a few days.
“”The variety of call flows being handled is now very broad. We handle the customer service calls for a major lift company where the underlying workflow capabilities of Synthesys are essential for implementing effective problem resolutions. For several organisations we conduct outbound market research where speedy set-up and on-going questionnaire refinement is required.””We also take calls on behalf of a direct motor insurer, for whom we manage quotations by telephone. Synthesys has the ability to recognise caller line identification (CLI), which verifies caller details and automatically retrieves their details.
Customer details such as name and address etc. are then automatically placed into the CallFlow.””Finally, we chose Synthesys because it will evolve with our changing needs. We are well aware that in a few years time, call centres will transform into broader ‘response centres’ with voice, web and e-mail being the main enquiry media. This is without even taking into consideration the impending factors of interactive television and two-way mobile access to the web.
The fact that Synthesys started life with elements of web-enablement, plus the system’s development plans for routing by skill-set and media type were therefore critical to us.””Over the next few years, the emergence of sophisticated, flexible response centres, supported by appropriate technology such as Synthesys, is going to give the established call centre players an uncomfortable run for their money!”
