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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. 
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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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