Case Study: Aerial Capital Group

Communication infrastructure provider to Canberra’s largest fleet of taxis and hire cars.

 

Needs

  • Fix problems that included 15,000 missed calls per month and customers being kept on hold for an inordinate amount of time to book a taxi
  • Improve response time for callers, performance and customer service
  • Contact center solution with automation and that can support high call volumes (400% increases during peak times) as well as lift performance and reduce costs

 

Solution

  • MiVoice MX-One® communication server
  • MiContact Center Enterprise® multimedia contact center

 


 

Aerial had to leapfrog existing taxi call center standards and deploy a solution able to better industry benchmarks. Aerial’s research included a review of large call center systems including solutions from Genesys and Mitel. Genesys was considered too expensive and providers could not deliver required levels of support. Following a formal tender process, Aerial selected an Mitel solution comprising of the MiVoice MX-One and MiContact Center Enterprise with on-site maintenance and service in Canberra. The Mitel solution progressively rolledout over 12 months proved a watershed for Aerial providing great flexibility, automation opportunities for the call center to maximise its performance and reduce costs.

The MiContact Center Enterprise contact center provides intelligent skills-based routing and can handle up to 40,000 calls per hour. It enables calls to be promptly transferred to the right people. Its features include multimedia support (voice, e-mail, SMS, internet collaboration, fax and web chat in a single virtual queue), mobility for agents, a virtual contact center for distributed sites and multi-tenancy. It also includes reporting in real-time display as well as and analytics report capabilities for management.

“MiContact Center Enterprise automation captured 75% of all calls on the first day of installation. The flexibility of Mitel enabled Aerial to double the size of its database to include local idioms and common use language to adjust our IVR to accommodate ‘natural language’ for place names and locations. For example, Canberrans are in the habit of just saying “the House” for Parliament House. As a result, greatly improved call handling response times were achieved and significantly faster turnarounds across all call traffic periods.” says Bramston.