Product category:
Building Trade Associations and Institutes
News Release from: Interalia Communications | Subject: Interalia XMU+ system
Edited by the Buildingtalk Editorial
Team on 05 December 2007
Interalia XMU+ delivers on customer
service
LogicaCMG is providing a better service to clients at its new 24/7 call centre with the installation of Interalia's XMU+ announcement and call processing system with Message Manager.
The state-of-the-art system is helping to keep customers' better informed by providing LogicaCMG with increased flexibility to constantly update messages Prior to the installation of Interalia's XMU+, LogicaCMA used older RAD technology to change messages
This article was originally published on Buildingtalk on 2 Sep 2008 at 8.00am (UK)
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Using this equipment necessitated using experienced staff to remotely configure menus as well as telecoms technical support assistance to record messages.
Changing the simplest message was time consuming and required the availability of telecoms staff to assist.
As the call centre operates on a 24/7 basis, changing messages was even more difficult to perform outside core working hours, at weekends and public holidays.
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In order to improve staff utilisation and client service, LogicaCMG decided to find a system that would enable customer service staff to record, download and change messages themselves, as and when required, thereby freeing up telecoms staff for other duties.
The solution came with the fitting of Interalia's XMU+ which enables LogicaCMG staff to easily and instantly change any announcement message so callers only receive the most up-to-date information.
The addition of Message Manager, comprising of a GUI interface and sound editing software, enables staff to record messages on their PC and download them to the XMU+, thereby allowing new messages to be transmitted in seconds.
In addition, by using Message Manager, messages can be pre-recorded in advanced using the offline feature and then updated on the XMU+ at a later date.
"It is important that we provide our clients with clear, up to date messaging", says Gary Price, Telecommunications Voice Manager at LogicaCMG.
"The XMU+ is not only a cost effect system that enables a more productive use of our personnel, but it is also playing a key role in facilitating remote, flexible management of a solution whilst enabling the delivery of high quality audio over the telephone system".
Interalia XMU+ fills the void between simple passive announcers and expensive voicemail or IVR systems.
It is compatible with all major telephone systems, is easy to install and operate and offers numerous highly developed features.
The standalone system is designed as a solution for any industry requiring auto attendant, ACD announcements, music/marketing-on-hold, interactive audiotext, call processing and basic IVR functionality.
LogicaCMG's new facility at Waterton, builds on the success of the company's outsourcing services operation in Wales and houses the company's expanding onshore business process outsourcing capability and application development holding as well as the customer call centre.
The expansion enables LogicaCMG greater potential to win larger contracts, employ a broader range of skills and recruit high calibre staff.
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