PresenceTech & Globalia Case Study
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The Customer Care Center of one of the largest tourist groups in Spain substantially improves its user service
Transcript of PresenceTech & Globalia Case Study
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GlobaliaContactCenter
The Customer Care Center of one of the largest tourist groupsin Europe substantially improves its customer service
Globalia improves its Contact Center with Presence Technologysolutions
The Spanish corporation has acquired Presence Suite multi-channellicenses and the Presence Intelligent Routing tool for its CustomerCare Center in Mallorca (Spain).
Customer profile Globalia Contact Center is the trademark thatprovides Customer Care services to thecompanies that make up the CorporaciónEmpresarial Globalia:
- Air Europa, leading airline on thevacation market with ten years’ experience as acommercial airline.
- Halcón Viajes and Viajes Ecuadormake up the group’s retail network of over 1150travel agencies in Spain and Portugal.
- Travelplán, a specialized tour operator,with over 100 destinations in the world.
- Globalia Handling, currently thesecond Spanish operator in handling servicesand formed by Air Europa Handling, Iberhandling
and Eurohandling that internal provide assistanceand to third parties.
- Globalia Hoteles, the group’s hotelmanagement division.
- Globalia Formación, GlobaliaCorporation’s training and human resourcesdivision, especially for Air Europa airlines.
- Globalia Sistemas y Comunicacionesa company offering computer informationsystem and technology solutions for thetransportation and tourism sector.
- Pepecar.com, an innovative low-costcar rental company, exclusively for the Spanishmarket..
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What are GlobaliaContact Center’s
requirements?
Globalia needed to centralize campaigns andpromotions to make them more agile. TheCustomer Care Center above all needed flexibilityin starting up new services for both internal andexternal clients.Furthermore, Globalia expected a continuousincrease of calls at its Customer Care Centre and,in addition to voice, the call center had to beable to incorporate new channels requested byend users. So an integrated tool that providedboth voice and data services and that could alsobe seamlessly integrated with the group’s PBXsystem (Avaya Definity) was necessary.Globalia also required the final solution to havea telemarketing scripting module and this toolhad to be used directly by staff without technicalskills, so a mandatory requirement was the easeof use for supervisors and coordinators.Globalia had to classify their customers intosegments in order to be able to apply thedifferent treatments or strategies, for example,
it needed to establish priorities for moreimportant customer calls or routing to predefinedagent groups.
*The company’s central offices in Mallorca provides servicesto all the companies in the group in addition to third parties.”
The PresenceTechnology Solution
in Gllobalia
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The following modules have been implemented:
PRESENCE SUITE multi-channel contactmanagement software allows handling allcustomer interactions in a single queue. Thegoal was to maximize and make each customercontact profitable, regardless of how they choseto communicate with Globalia.The PRESENCE Technology suite offers completecontrol of the communication channels withpowerful routing systems and analyzes eachchannel independently later.Presence VoicePresence Voice traditional voice and voice IPchannels (inbound&outbound).Presence MessagingPresence Messaging manages e-mail, FAX andSMS channels.
Presence InternetPresence Internet manages chat, web callbackand web collaboration channels.Presence ScriptingPowerful visual tool focused on scripting fortelemarketing services, product sales andservices, data collection, etc.Presence RecordingA solution that allows telephone conversationrecording using two different methods: followinga pre-established plan and upon agent's request.Presence Screen RecordingVoice recording and screen captures arecompletely synchronized. This is an extremelyuseful tool for quality management or togenerate proof of a transaction.Presence Back OfficeA solution that integrates back office tasksgenerated in the contact center into the singlecontacts management queue.
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Results
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The tourism company, which had previouslyused another CTI solution, saw its servicesimproved by Presence for the following reasons,amongst others:
· Increased flexibility and quick startup ofnew campaigns and services· Substantial improvement of applicationmaintenance and internal administration.· Improvement in application managementand external maintenance time· Improvement in product usability for agentsand supervisors· Improvement in handling reports.· Increased productivity of outboundcampaigns.· Possibility of including business rules in theContact Center· Real optimization of Contact Centerresources.· Multi-channel integration.
According to Bernardo Botella, Globalia ContactCenter Director:
“Now the companies that we serve, such asPepecar.com, Halcón Viajes, Viajes Ecuador,Travelplán and Air Europa can benefit from thistechnology and serve their customers better.We also have tools that allow combining the Call
Center world with the Web which improve oursales and Internet services, like chat, co-browseand Web Callback services which we areimplementing on the Globalia group website.”
PRESENCE INTELLIGENT ROUTING
Allows definition of business strategies basedon intelligent routing of contacts that enter theCall Center across any channel (voice, e-mail,
chat, Internet, SMS) considerables widening thepossibilities of ACD routing. With this tool,Globalia could noticeably improve personalizedattention and service to important customers.
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Barcelona (HeadQuarters)
Comte Urgell, 240 3-A08036Barcelona - Spain
Ph: (+34) 93 10 10 300Fax: (+34) 93 10 10 333
EE.UU.
Contact: Kerry O'Donnel400 Perimeter Center Terrace N30346Atlanta, GeorgiaUnited States
Tel: +1.800.847.3309
E-Mail address:
General Information:[email protected]
Marketing:[email protected]
Support:[email protected]
Alliances:[email protected]
Sales:[email protected]
Otros datos: Sede Social: Palma de MallorcaMedios de acceso al Call Center: teléfono,fax, mail...Mult icanal : Voz, Internet mai l , chat .Interno o subcontratado internoPlataforma tecnológica: Hardware y Software¿Se ha hecho algún desarrollo propio?AVAYA 8600 con Software Presence CRMOptimizer 5 y Presence Intelligent Routing
