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Click on the case studies below for more details: |
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Microsoft Case Study |
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Hello, can you activate my XP?
The sophisticated interactive voice response system installed by Microsoft was set up in 3 days.
Microsoft Asia Pacific expected that its launch of Windows XP would flood its regional call centre with two million phone calls from customers trying to activate the operating system of resolve installation problems.
Instead of scrambling to hire more operators to handle the additional calls, it installed a sophisticated interactive voice response system (IVR) – the Envox 4.0 Communications Development Platform – that allowed it to reduce the number of additional staff it needed by half while providing an improved level of service to customers. |
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“Using technology, we were able to create a more sophisticated and efficient call centre with both IVR and human operators instead of simply adding more people,” said Mr Patrick Lung, Asia Pacific Chief Executive of Microsoft Operations.
Microsoft employs about 50 operators in its call centres across the Asia Pacific, of which seven facilities are in Singapore . Mr Lung estimated that increasing the number of operators and the necessary supporting overheads would have cost Microsoft US$10 million (about $18 million). |
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IVR TO THE RESCUE
When choosing the IVR system, Mr Lung had a few critical conditions. The IVR system had to be able to work on Wintel-based systems, as well as be able to integrate with Microsoft software like SQL and Frontpage for customer relationship and reporting purposes.
The system had to be tested thoroughly to ensure that the IVR system operated without a hitch, so that it would work all the time, in seven different languages, anywhere in Asia . Finally, the software should also provide value-added features that made it user-firendly and convenient for users. The Envox IVR system, which Microsoft pit in, was able to fulfill these conditions admirably. |
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RUNNING IN THREE DAYS
“By the first day it was already set up and ready for testing, and by the third day we were already doing user acceptance test (UAT) to train our operators to use it,” said Mr Lung.
The IVR system was also smart enough to help Microsoft customers detect wrong entries and stop them before they got too far along. Microsoft paid a total of US$250,000 (S$450,000) for both the system and the system integration work needed to put it in.
An interactive voice response system helps Microsoft Asia Pacific cope with the flood of calls about the XP system. |
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IVR TO THE RESCUE
• The IVR system had to be able to work on Wintel-based systems
• Able to integrate MS SQL and Frontpage
• IVR work without a hitch, work all the time, in seven different languages in Asia .
• Provide value-added features that is user-friendly and convenient for users. |
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Alpha Repartition Case Study |
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Task: |
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The scenario in which the task is carried out:
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Alpha Repartition is a pharmaceutical distribution company operating in Belgium . It serves over 1200 pharmacies throughout Belgium with annual sales of 275 million Euros. The challenge was the fastest turnaround time for prescriptions delivery as the European pharmaceutical market is very competitive with large number of distributors. Alpha was using the conventional and reactive approach of handling Inbound calls, they had no call statistics and reporting, manual Ooubound calling for calling out to pharmacies for prescription fulfillment, no centrall database etc. Ascom, IP-VOX’s distributor for Europe designed and built an integrated contact center platform using iPCX for Alpha. As a result, the solution has tremendously optimized Alpha’s delivery of the prescriptions to the pharmacies twice a day. Orders are now accepted up to 15 minutes before the delivery truck leaves the warehouse (instead of one hour previously). So peak periods for the call center agents will be during the 1-2 hours before truck leaves depot. Orders taken are immediately transmitted to automated picking system which picks up the drugs , packs them and place them in the trucks. The virtual contact centres were able to handle 33% more traffic with an annual cost savings of Euros 176,000. The automated outbound calling solution increased the number of prescriptions processed, with cost savings of €uro 154,000.
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Objectives: |
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How to process maximum number of orders as close to delivery time as possible |
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How to maximise agent resources from two locations |
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How to do automated outbound dialing without being intrusive & without additional resources |
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How to process orders at peak time with existing resources |
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To have consolidated management reporting for both locations. |
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| Resource allocated to project: |
Before iPCX Contact Center Solution
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A single site solution, NT4 technology |
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No consolidated statistic and real-time |
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Only handles inbound responses |
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No agent screen pop available |
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No back-end integration (AS 400) |
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Outbound calls are manually made by the agents |
After iPCX Contact Center Solution
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2 Virtual Contact Centres |
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Outbound calls are made by the integrated outbound IVR |
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Web-based agent interface |
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Integration with back-end system |
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Consolidated statistics and real-time |
Benefits
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Increased service level |
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Competitive advantage |
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With the integrated outbound IVR, orders are maximized by outbound calls made as ‘late-as-possible’. |
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Better Management control |
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Integrated consolidated business reports and real-time views |
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Significant cost savings |
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Return on Investment |
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Integrated consolidated business reports and real-time viewsApha were able to get a full return of their investments within an incredible 10 months period.!! |
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