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Energis Further Improves Contact Centre Customer Service with Exony Call Management Software

04 Oct 2005

Energis customers to benefit from real-time access to caller information

Leading UK telecommunications firm Energis has deployed a new call management system to improve the experience for customers calling into the contact centres it supports.

The application, Exony Gateway, will reduce queuing times by more effectively directing callers to specialist agents and, using advanced speech recognition, allow callers to resolve issues, place orders and complete business transactions without speaking to an agent.

Exony Gateway also reduces the total cost of ownership by cutting out the need for Energis customers to invest in their own site-based technologies, as calls are managed and routed within the Energis network.

At the time of an incoming call, Exony Gateway assesses how many agents are available, what the history of the client is and directs the call either to an appropriate agent best qualified to assist or to an advanced self service application. Within one second, the call is prioritised based on information collected from the call, the caller’s previous contact history, who they last spoke to and the reason for the call.

“In a competitive market, customer service is a real differentiator,” said Paul Parkin, Head of Commercial Development,Contact Centre & Hosting Services  for Energis. “Deploying Exony Gateway reduces the waiting time for customers; they get to speak to the appropriate person to resolve the problem swiftly, or, using interactive voice recognition, can even deal with the issue without needing to speak to an agent. Organisations using our contact centre solution have been impressed by the ease of management and improved flow of information.”

Exony Gateway integrates with Energis’ existing contact centre systems, the Cisco ICM (Intelligent Contact Manager) and Fluency ASR (Advanced Speech Recognition), to create a smoother customer experience. The system took three months to deploy under a deal worth six figures.

Energis’ contact centre clients include Centrica, Royal & SunAlliance, the AA, Virgin, JD Williams and RAC.

Ian Ashby, CEO of Exony, said that contact centres are increasingly turning to intuitive technologies to take advantage of improved access to customer information.

“Knowing your customers and being able to best react to their specific needs aids retention and therefore offers organisations with contact centres a significant competitive edge,” Ashby said.