Downloads | BSA Selects Tecala to Deploy IP Communications Solution for New Sydney Olympic Park Contact Centre
Case Study
ASX-listed BSA, a leading Australian communications and technical services company, has announced that it has selected Sydney-based ICT consulting and solutions provider, Tecala, to deploy the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Centerâ„¢ (CIC).
The decision to select Tecala and the CIC solution follows a comprehensive market review by BSA to invest in all in one contact centre automation functionality for the company’s new Sydney Olympic Park 120-seat contact centre which will open later this month.
CIC will replace BSA’s existing, aging Avaya PABX and Verint voice recording system and will improve the quality of support which it provides in managing 1,600 contractors who perform more than 120,000 jobs each month.
CIC includes rich functionality designed for more flexible and efficient communications, such as the ability to configure information views for faster look-ups; enhanced alerts to more easily identify incoming calls; and the ability to configure personal rules for specialist call-handling.
About the Client
BSA is Australia’s pre-eminent domestic satellite and free to air installation company. It has long-term contractual relationships with Foxtel, Telstra and Optus and specialises in the installation of subscription TV, telecommunications and other technical maintenance services to domestic and corporate customers throughout Australia.
The organisation’s contact centre handles more than 5,000 calls each day in support of around 4,000 daily jobs. The centre allocates installation appointments, ensures availability of the right equipment at the right location, manages staff rostering and confirmation of rescheduled jobs.
Client Opinion
The Interactive Intelligence solution offers robust, cost-effective features for disaster recovery and business continuity. At thesame time, the solution is also fully VoIPenabled and packaged straight out of the box with functionality applications such as reporting and voice mail. We were impressed with the products’ feature rich functionality and the complimentary technical and overall management skills which Tecala will also provide in ensuring a rapid, smooth deployment.
