For Immediate Release: 12-Dec-2007
MANILA
– Cebu Pacific (CEB), in collaboration with Jebsen & Jessen Communications and Avaya Philippines, has raised the bar on customer service responsiveness with the successful installation of the high-performance Avaya call center solutions. These solutions have enabled CEB to be more operationally effective including accommodating more customer calls in less time and cost.
“We needed a call center system that would not only allow us to handle more calls,” said Candice Iyog, CEB’s VP for Marketing and Product, “We also needed a solution to provide us with a more comprehensive reporting tool using the Call Management System, as well as a voice logger or interactive voice response services. We needed the new system have the capability to integrate with our existing and future applications like Passenger Reservation System, Refunds System and Customer Relationship Management (CRM).”
Prior to the new installation, CEB could handle only 40 calls at a time. This solution, while simple to operate and less costly because it was not dependent on licenses, was also obsolete because it operated on analog technology.
“On analog lines, the agent is unable to release the trunk line even if the call has been terminated by the caller,” Marvin Cui, CEB director for call center and ticketing said, adding that the technology provided “limited reporting capability, and at a certain point could no longer meet our requirement.” When more than 40 calls came at one time, the system could not reroute the overflow of calls to other contact center locations.
Front- and back-end benefits
In response to this need, Jebsen & Jessen Communications, an Avaya Business Partner that provides end-to-end communication solutions including IP Telephony products and Customer Relations Management (CRM) solutions for contact centers, deployed a comprehensive system that consists of the Avaya Call Center Solution voice communications system with Automatic Call Distribution (ACD) functionality, as well as the Customer Interaction Suite and Avaya IP softphones that use Voice over IP technology. Meanwhile, the Avaya Contact Center Express and basic call reporting tool (BCMR), integrated with the company’s existing customer relationship management products, thus allowing the tracking and managing of customer experience.
“The Avaya solution gave us exactly what we needed and we’re very pleased with the performance.” Cui said.
Since the system’s deployment, “We have drastically reduced dropped calls, can accommodate more calls, and cut call handling time.” This last improvement was made possible by call vectoring, which reroutes calls to qualified and available agents, thereby reducing call handling time and costs, and allows call agents to better monitor the status of a customer’s issues.
“This Avaya system has enabled us to identify the peak periods deploy more people to answer,” Cui said.
On the back end, the system is able to conduct better reporting capability to track call production and ensure continuous business operations which enabled CEB to begin Quality Monitoring to enhance its quality conversation service.
Edgar Doctolero, Avaya Philippines Country Director, says “Avaya is helping organizations transform their contact centers into strategic assets that enable them to deliver better customer service more profitably. CEB is one example of companies turning to Avaya for innovative communications solutions. We are pleased to be able to transform CEB contact center into a strategic asset for the airline.”
“On the whole, Avaya ensures that its solutions are flexible by running on existing infrastructure while being scalable to accommodate the company’s growth. The solutions also meet key requirements of call center operations such as monitoring, reporting, administration, and agent training.”
Meanwhile, “Jebsen & Jessen clearly knows the meaning of a ‘sense of urgency’ and what it requires to respond to it. The first phase of the installation took only three weeks.” CEB also appreciated the support from J&J consulting (supplier/implementing arm) in terms of resources required and commercial negotiations.”
Building stronger ties
For CEB, more installations are planned over the next few years, including IVRS and CMS implementations, and the CEB Headquarters PABX solution.
“Being a service provider ourselves, we understand the importance of high availability and speedy customer response that CEB demands from its call center services technologies. And we feel honored that our company and Avaya were chosen to provide those services and technologies,” said Jebsen & Jessen Communications General Manager Koh Mun Khay.
About Avaya
Avaya delivers Intelligent Communications solutions
that help companies transform their businesses to achieve
marketplace advantage. More than 1 million businesses
worldwide, including more than 90 percent of the FORTUNE
500®, use Avaya solutions for IP Telephony, Unified
Communications, Contact Centers and Communications-Enabled
Business Processes. Avaya Global Services provides comprehensive
service and support for companies, small to large. For
more information visit the Avaya Web site,
www.avaya-apac.com.
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