Reitek and EUROCALL: birth of the District of virtual call center
Thanks to the fully distributed VoIP platform CONtACt Highway Reitek. and to its scalability, the district was created virtual Call Center, an innovative business model that makes sense for EUROCALL business volume and margin products increased fourfold increased tenfold.
EUROCALL click Contact, innovative Customer Interaction Management platform developed by Reitek, reflecting the need for a technologically advanced contact center that is distributed, flexible, efficient and able to operate in Hosted / Central, while ensuring a high quality of services offered.
infrastructure, along with connectivity, voice and at stations, in hosting is provided by BT (when Settimo Milanese) that EUROCALL pay a monthly service fee. The Contact Center system is integrated with an operator interface with features specific to Direct Marketing and a proprietary system of 'Campaign Manager'. The structure of the databases used are based on Microsoft SQL.
EUROCALL Network now has seven operating centers in the area: the headquarters in Catania / table that manages 120 stations, were added to the centers of Milan / Cassina de 'Pecchi (50 EO), Rome (40 EO) , Gallipoli and Brindisi (50 each PO), Lecce (80) and Trieste (30). Other centers are opening in 2007: by the 4th quarter of 2007 it is expected there will be about 550 seats operator with over 800 employees. E 'was thanks to this network - all interconnected, with strict procedures centralized quality control and a number of stations more than 420 units - which EUROCALL could offer guarantees of continuity even in the presence of significant peaks in traffic.
Contact Center at this time amounted to 16 primary flows for a total of 480 active lines, while the multi-channel operation is provided through integration with a fax server and a link to the Internet over fiber optics. E 'is currently underway that will upgrade the capacity of short-EUROCALL to 660 telephone lines and over 540 active stations competing.
Through the use of Contact is implemented a winning business model that allowed customers to quadruple the volume of business - it is estimated that in 2007 will exceed EUR 10 million - and almost tenfold margin products quickly.
EUROCALL The business model is extremely innovative because, using a network of business associates throughout Italy, it goes against the theory of large contact center market and provides services shared across the network. Thanks BT infrastructure, technology Reitek that provides the scalability and total exploitation distributed VoIP architecture, and a dedicated sales network both internally and externally (Project Sale) that the attorney committed to the network, members EUROCALL working on large customers regardless of their local situation. This production process leads to create a sort of virtual call center district where entrepreneurs operating in association EUROCALL become key parts of the service and are able to offer both stand-alone service on a separate business logic in both interconnected with other call center associate or several workstations, up to a mega campaigns on a national basis where all members work on the same order.
The ability to operate in a hosted / centralized hosting of Contact with the service from BT is a combination that has meaning for EUROCALL many advantages:
- cost control resulting in significant price competitiveness
- increased productivity
- resource optimization
- Improvement of the SLA offered through a large guarantee of business continuity
"Thank you and Reitek, then we could - said Marco Biondi, CEO of EUROCALL - to make reality the thinking behind the work of our staff: one for which each phone call, fax or e-mail is never an occasional contact but a personalized relationship with high value-added marketing opportunity. "
SOURCE: Datamanager online
