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Archive for February, 2010

The Perfect Solution for Aquarius

February 18th, 2010

CallScripter and IP3 Telecom are delighted to announce their most recent contract win, with Aquarius Contact Centres (UK) Limited.

Aquarius was in need of a complete contact centre solution. Requiring both a hosted telephony platform and also a hosted contact centre solution, they needed the functionality and flexibility that would allow their technology to grow alongside their business, ensuring that there are no real restrictions with regards to increasing or even decreasing the agent team.

IP3 Telecom and CallScripter, joint subsidiaries of IPPlus (UK) Ltd, have worked together to supply Aquarius with a fully integrated ‘one-stop-shop’, to meet all the necessary requirements.

Every member of the Aquarius staff now has the advantage of advanced PBX facilities with intelligent ACD and CTI functionality, incorporating screen pops for the CallScripter software.

The solution comprises of:

  • ACD – Automated Call Distributor with skill and time-based routing.
  • Agent desktop interface is incorporating inbound, patch through and outbound call control.
  • CTI – CallScripter script integration with screen pops.
  • Supervisor screens with graphical and statistical monitoring and control.
  • Wallboard screen for snapshot overview of call centre performance.
  • Call recording.
  • Full data management, along with KPI and MI reports via the CallScripter solution.

The hosted service is controlled through a user-friendly web portal. The end user controls which staff can access this portal, and can then control even further with regards to what actions they can undertake.

Immediate benefits to the client have been that there has been little capital expenditure, no on-going maintenance costs, and only minimal setup costs, due to the selection of the hosted, rather than a premise based system.

Managing Director of Aquarius, Roddy Forfar, commented; “As we are currently in such a dynamic and competitive marketplace, the ability to scale our requirements up and down as requested is imperative to our continued profitability and growth and now, thanks to this solution, we can implement this effortlessly.

“In my opinion and from my experience so far, CallScripter is the most flexible and easy-to-use scripting application on the market, and IP3 offers technology you would expect from a switch circa £30,000+ but with additional call routing aspects to benefit both my clients and myself; this is a business relationship that will continue to grow for many years to come.”

Kevin Ellis, Sales Director of CallScripter, commented; “We are delighted that both IP3 and ourselves could provide the perfect solution for Aquarius, and we look forward to assisting the team with their long-term growth strategy.”