Tag Archives: Customer Care

North American UC and IP integrators drive customer care improvement with SJS Solutions digital signage and wallboard technology

With the clear goal of protecting their customers against the negative effects of poor customer care, ShoreTel Unified Communications and IP integrators have been calling on SJS Solutions to provide wallboards and digital signage solutions that drive improvements in agent behaviour, customer care and profitability.

Digital signage and contact center wallboard experts’ SJS Solutions continue to attract customers and resellers throughout North America. SJS are the sole developers of Optymyse4™, an enterprise wallboard product that offers unparalleled levels of screen design flexibility and Optymyse Instant™ an entry level wallboard product designed for smaller call and contact centers.

In the last 3 months the SJS reseller network has been strengthen with the inclusion of IP integrators: Xtelesis in California, Converged Technology Professionals who cover Wisconsin and Illinois, Optinet Systems of Canada and IPC Technologies, based in Virginia. All of these companies have been helping their ShoreTel customers improve customer care and agent communication through the installation of SJS Solutions, contact center wallboard technology.

“When talking through our needs with SJS, it was soon clear that their Optymyse digital display solution was purposely designed for automatic graphic scaling to any size digital display screen and also interoperable with ShoreTel Enterprise Contact Center, thus perfectly suited to our customer’s requirements. SJS saved Optinet unnecessary development time and money. Needless to say we’ve added SJS Solutions to our contact centre peripheral product portfolio.”Suzanne Sherrod, President of Optinet Systems

The influx of interest from North America grew from the attendance by SJS at ShoreTel’s Technology Partner Conference in Orlando 2012, where SJS were able to show resellers and customers exactly how their wallboard solutions were special.

With installations in the UK, Europe, North America, Asia and Australia SJS already have a global presence and anticipate further worldwide growth as their reseller program moves into the second half of the year.

CEO Stephen Pace, who is heading up the global expansion said;
“With the introduction of our latest wallboard solution Optymyse4™, we are able to offer companies unparalleled screen design flexibility so they can create dynamic displays that incorporate multi-media and keep agents engaged. Easy to read, animated, multi-media wallboards are a proven, cost effective way to drive improvements in agent behaviour, and customer care and, ultimately improve the bottom line.”

“After more than 15 years in customer care I am pleased to say that how companies treat their customer is finally getting the attention it deserves. More and more companies are leveraging, how they treat their customers, as part of their brand, and that’s good news for the consumer. It does mean though that the companies making these promises must give their agents the best tools and the right environment so they deliver on these promises.”

The Technology

SJS continue to improve their digital signage and wallboard technology and are constantly looking for ways to deliver more for less.

Right now SJS are able to offer a raft of features using very small compact hardware. Their most complex and feature rich solution Optymyse4™ is able to deliver live news, multi-media, animation and endless branding possibilities via a tiny PC that weighs less than 2.2Lbs (1kg).

To see Optymyse4™ in action visit the SJS Solutions YouTube Page and website SJS Solutions.

Via EPR Network
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The Implementation Of A Multimedia Contact Centre Solution From NEC Philips Unified Solutions Helped Virgin Games Deliver 5 Minute Customer Response Time

Virgin Games, Virgin’s on-line gaming and casino offering announces an average email response time of less than five minutes to customers, following the implementation of a multimedia contact centre solution f r o m NEC Philips Unified Solutions.

The company went live with the new solution, which utilises the latest IP and contact centre technology f r o m NEC Philips, in November 2008 with the launch of its in-house Customer Support Team, beginning the process of replacing its previously outsourced customer support functions to ensure full ownership of and a better more streamlined customer experience.

With the new, dynamic all-in-one solution f r o m NEC Philips, which combines call, chat and email customer contact facilities to enable communication through a variety of preferred channels and improved customer experience, Virgin Games has seen a 200-300% improvement in service delivery.

In addition to a dramatic improvement in response times, Virgin Games has announced a drop in average abandonment rates to below 1%.

Operations Director Christina Thakor-Rankin explains, “Most companies consider 2-5% abandonment acceptable, however Virgin Games has proved that with a dynamic and cost-effective solution like the one offered by NEC Philips, a better level of customer experience has been made possible. Of course, at launch our volumes went through the roof and whilst we aim for First Contact Resolution wherever possible, the fact that some customer interactions require some investigation means that unfortunately it is not always possible to give an instant response. However, aside f r o m this and exceptional events, we treat all customer contacts irrespective of channel as ‘on demand’ and aim to respond accordingly, with an average combined response time of under five minutes. The challenge now is to maintain this level and ensure that our customer service delivery continues to improve in spite of a rise in traffic through the site – we remain quietly optimistic that we can sustain this esteemed level of service. “

The Virgin Games combined multi-media contact centre is a first within the Virgin Group, breaking away f r o m traditional telephony based applications and embracing new and evolving customer contact applications. Thakor-Rankin says, “We regularly compare ourselves against the industry standard and we’re really pleased to be able to say that our response rates are some of the very best out there, especially in the case of e-mails where we operate to a standard service level of minutes rather than hours.”

Commenting on the selection of NEC Philips, Thakor-Rankin says, “We must have looked at the best part of a dozen systems before we came across the NEC Philips solution. We were instantly impressed by the proposition, and NEC Philips has continued to demonstrate a thorough understanding of our business needs and a quality and dynamic solution that has revolutionised the way that we operate and pushed Virgin Games up the leader board.”

Thakor-Rankin continues, “Critical to the instant success of the new solution is that it is an all-in-one application. In the last five and a half months we have received 25,000 hits across all media, be it call, chat or email. Nevertheless, the system we are now running is so dynamic that our 24/7 contact centre, offering support for three distinctive products (poker, casino and bingo) including all query types and escalations, is staffed by 11 people against a perception that the minimum required is around 14. This is another metric by which we can demonstrate that we are running a more cost-effective service than our competitors, which in turn will enable us to offer a better service to our customers.”

The customer experience is critical both to an online business model such as Virgin Games and the Virgin brand, and relies on a cohesive and intelligent customer management processes. The intelligent solution f r o m NEC Philips is a critical element of the customer relationship management strategy at Virgin Games, and the company continues to work closely with NEC Philips to maximise the potential of the new system and to identify any further areas for improvement.

Thakor-Rankin concludes, “We are using the application f r o m NEC Philips to measure first time resolution as well as other key performance indicators, to better understand the customer experience and to continue to deliver improvements across all communication channels. We are delighted with the system and the service f r o m NEC Philips and we look forward to continuing our relationship with them.”

Virgin Games launched in June 2004 and has quickly established itself as one of the leading gaming websites in the UK. Virgin Games comprises four distinct offerings:

– Virgin Casino, part of the Wagerworks network, brings consumers classic casino offerings like blackjack and roulette, as well as great feature slots like Monopoly, Cluedo, Dungeons and Dragons Fortress of Fortunes(TM) and the highly popular MegaJackpots progressive games, with a seeding value of Pounds Sterling 1,500,000

– Virgin Poker, part of the Boss Media network, offers a huge array of games and content for beginners through to experienced pros Texas Hold emSeven card Stud Poker and more – as well as the most generous loyalty scheme in the industry

– Virgin Bingo, part of the Virtue Fusion network, offers cash prizes worth thousands of pounds in the progressive jackpots, as well as Virgin prize bingo and a range of unique Virgin Games bingo games.

Via EPR Network
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