The Reader Offers cruise business has experienced considerable recent growth, buoyed by the recent resurgence of interest in cruising as a vacation choice, and the greater variety of cruises appealing to all age groups. Its Colchester based contact centre needed to be upgraded to accommodate this customer growth, streamline processes and provide agents and managers with better visibility of key performance data in order to improve responsiveness and simplify decision making.
Reader Offers required a digital display solution that could primarily integrate seamlessly with Avaya and BT systems and provide effective data visualisation.
Symon a BT portfolio product was chosen. The solution was supplied to Reader Offers through BT by Symon Dacon – Symon’s EMEA subsidiary.
“We were able to provide a robust display solution that would pull real-time information from all their existing systems and display this information in an easy to understand visually engaging format. The solution is very flexible in terms of functionality, scalability and end-points, so it is capable of growing in line with Reader Offers’ business requirements and growing customer base”. Kevin Hill, Regional Manager Symon Dacon
The installation includes 5 screens and 2 Symon Digital Appliance (SDA) 720’s, Symon’s ultra-high powered media player for rendering complex digital shows. The 720 has two independent video outputs, effectively allowing Reader Offers to power 4 unique displays from 2 media players. Two-thirds of the screens is used to display real-time call centre metrics such as calls handled, calls in queue and longest wait time. The remaining quarter of the screens is used for corporate communications messaging and details of latest offers, giving screens dual functionality.
The next phase of the implementation is likely to include the linking of SQL Server data to the Nortel phone system. This will allow Reader Offers to deliver real-time stats about bookings to the Symon displays. In addition a conversion ratio showing reservations of agent calls to bookings will also be displayed.
“The solution implemented by BT and Avaya, exceeded our expectations, not only does it satisfy our existing requirements now but also scales to meet our future needs. We are successfully using the Symon displays as an employee communications tool as well as a real-time statistic display. We are currently in talks with Symon Dacon regarding phase two of the installation”. Tim Lukehurst Head of IT Reader Offers
E.ON Service Plus GmbH