IT outsourcer EDS Australia has implemented a new call routing and reporting solution to connect siloed offices in Adelaide, Canberra, Auckland, and across the Indian Ocean.
The new solution centralises multiple media channels, such as fax, telephone, and e-mail to allow incoming and out-bound communications to be monitored and tagged along with respective customer identities.
EDS Australia maintains a local workforce of more than 6000 staff in offices across Sydney, Adelaide, Melbourne, Canberra, Brisbane and Perth.
EDS Australia regional support manager for contact centre operations Paul Makrikotas said the roll-out follows similar upgrades across the company's European offices which have installed skills-based routing and are looking at open dialogue solutions.
"We had a big problem with silos because customer histories were not properly recorded which meant faxes could be lost and clients would have to repeat themselves to operators when they were transferred," Makrikotas said.
According to Makrikotas, the company had to integrate legacy and next-generation communication channels such as fax, PABX, web, and email to meet individual client preferences.
The project, which standardised EDS Australia on Avaya, began in 2003 as a pilot in its Canberra site and finished late last year; however, Makrikotas said it is an ongoing implementation which has provisions for open dialogue and VoIP.