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Case Study: SimpliCTI CCE Implementation - A Fortune 100 Manufacturer

The Challenge

The Company has a nationwide technical hotline staffed by 200 service representatives. Their previous, internally-developed helpdesk application was based on 3270 emulation software. The Company decided to change-out the hotline application to a current-generation, web-architected system using Internet Explorer to access active hotline cases and associated application screens. In addition, The Company had a manufacturer-discontinued Computer Telephone Integration (CTI) solution that would “pop” the correct application screen based on a case number entered in a Voice Response Unit.

The Deliverables

SimpliCTI was requested by an Avaya National Platinum Business Partner and Diamond Dealer to implement Avaya Contact Center Express (CCE) to replace the non-supported CTI solution and integrate CCE with the Company’s new web-architected agent application. In addition, new functionality such as the CCE softphone and personal agent Wallboard were requested.

The Results

The project was executed on time and on budget with the new functionality performing as specified in the design. This was one of the first implementations of CCE’s agent personal wallboard.

Case Study: SimpliCTI IC Implementation - A Leading Hospitality Company

The Challenge

With more than 3,500 affiliated resorts, The Company sets the standard for vacation exchange and is a household name in nearly 2.6 million homes worldwide. Through creative product development, high-quality standards and superior service, The Company continues to be the world's leading vacation exchange organization. The Company’s contact centers in the United States, Canada, Mexico and Ireland are often transferring and conferencing calls as well as sharing call volume load. Maintaining The Company’s high standards for the customer experience as well as managing productivity requires intelligent routing and advanced Computer Telephone Integration across these international centers. The requirement was to integrate: Avaya Interaction Center, Cisco ICM, Avaya and Nortel switching platforms, and a sophisticated Siebel application.

The Deliverables

The deliverable was the design and implementation of Avaya’s Multi Site Heterogeneous Switch solution, integrated with Cisco ICM and The Company’s Siebel business application. In essence, the Avaya Interaction Center implementation across all centers would behave as a single instance.

The Results

This complex implementation has been executed on time and on budget. It is one of the few implementations in the world of its type. SimpliCTI continues to be the integrator of choice for the Company’s contact centers worldwide.

Case Study: SimpliCTI Cisco UCCE Implementation - A Leading Energy Company

The Challenge

The Company is one of the nation’s largest electric utilities with more than $15 billion in annual revenues. It distributes electricity to approximately 5.1 million customers, and gas to approximately 500,000 customers. Starting with the Company’s largest regional Public Utility, the objective was to improve customer service and productivity through intelligent call routing between two contact centers, and provide a “screen-pop” based on Automatic Number Identification or Customer Entered Digits. Aspect was the switching platform and a custom mainframe-based Customer Interaction Management System was the agent application. The second phase was to replicate this solution at the Company’s other regional Public Utility call center which required integration to a different mainframe-based agent application.

The Deliverables

The system chosen was Cisco ICM and SimpliCTI was requested by AT&T Solutions to design and implement the intelligent routing and screenpop applications; this involved integrating with the mainframe-based applications, configuring Cisco ICM and building the routing scripts, customizing the Cisco softphone, and building an operational routing database extract for routing decisions.

The Results

The project was executed on time and on-budget. SimpliCTI was specifically requested to carry out phase two after the successful implementation of the Company’s first solution.

Case Study: SimpliCTI Cisco UCCE Implementation - A Leading Wireless Carrier

The Challenge

The company supports many of the world’s largest wireless carrier by providing enhanced services to more than 50 million wireless subscribers. Products include handset and data device insurance programs, roadside assistance services, warranty management plans, equipment management solutions and a variety of customized products. Rapid growth in customer contact volume created a call center environment that was a non-integrated collection of various phone systems and customer service systems.

The Solution

SimpliCTI designed a solution using Cisco’s ICM product that integrated the three call center locations along with an outsourced IVR solution from BeVocal. This included integration to both Avaya and Nortel ACD platforms.

Call volume was balanced across all three call centers resulting in shortened queue times and better ability to locate the best available resource. All information including the customer’s Mobile Telephone Number from the outsourced IVR solution is now delivered to agents at all 3 locations. This provides a much improved customer experience especially since the company is handling calls from many different cellular carriers..

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