Pay TV company AUSTAR has adopted Cisco's Unified Communications products in its call centers last year, allowing for more sophisticated routing, unified messaging and video conferencing, said Dean Walters, chief information and technology officer and director of operations.
The system is ready to support future projects, such as customer-initiated Web chats, browser-initiated VoIP calls, and agent-to-customer video conferencing, Walters said. Agents can also work from home, allowing the center to call in more troops for unforeseen peaks in demand. For AUSTAR, the unified communications ROI is the ability to use staff more efficiently, he said.
"[Since deployment, we have seen] improvements in average handle time through increased routing accuracy and the [ability to] provision customer-specific data to agents," Walters said. "These improvements in operational efficiencies are measurable and have contributed to real reductions in the cost of customer service for AUSTAR."