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Aerial Capital Group

Aerial had to leapfrog existing taxi call center standards and deploy a solution able to meet industry benchmarks. The Mitel solution, progressively rolled out over 12 months, proved a watershed for Aerial because it provided great flexibility and 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 realtime display as well as and analytics report capabilities for management. 

    Goals
    • 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
    • Find a contact center solution with automation that can support high call volumes (400% increases during peak times), as well as improve performance and reduce costs 
    Results
    • Annual savings of AUS $1.2 million 
    • Improved customer service 
    • Reduced agents needed to only 4 instead of up to 60, with the IVR now handling 42% of all calls 
    • Openness and flexibility of MiContact Center Enterprise allowed the customer to develop an application for smart phones 

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