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Göteborg Energi: The Benefits of Buying CIC About Göteborg Energi AB Summary Göteborg Energi AB is western Sweden’s leading energy company with a turnover of Case Study almost SEK 8 billion. The group offers energy services, broadband, district heating, gas, Customer: Göteborg Energi AB cooling, renewable energy and data and telecommunications for the whole of the Västra Götaland region. The vision of a sustainable Gothenburg society permeates the organization. Economizing on resources and creating a sustainable energy system in the region are important foundations for the group. The business is of key social importance, partly because it provides major supplies of electricity, district heating and gas on a daily basis. Very strict requirements are therefore set with regard to functional Headquarters: Gothenburg customer and social communication. Industry: Utilities www.goteborgenergi.se Product(s) Replaced: Nortel CS1000 PBX The Challenge Nortel Symposium Göteborg Energi was in a situation where, in terms of communication, major, rapid Call Pilot decisions had to be made. For example, the different companies and subsidiaries had a Trio Present number of old and incompatible PBX systems. Customer service was also divided among several locations, yet shared the same contact number. A mobility improvement Trio Parlando and developing contact services for the customers were especially needed. Various TABS valid operating agreements were due to expire and in the future, the company did not want to own its communication system. Many factors dictated that Göteborg Energi Number of Users: should procure telephony and a new contact center solution, purchased as a service. Agents: 250 Business Users: 1,400 In addition to the technical and efficiency shortcomings that arose, the business was affected by major reorganizations and new companies that were added to Göteborg Challenge: In line with the Energi. The contact center solution that was used at the time lacked factors such as company’s growth, a growing need multimedia queue handling and had no or poor integration with different media, while was also seen for a more advanced several new office systems were introduced at the same time. Quite simply, you cannot solution that could offer unified have problems like these when you are handling around 50,000 incoming calls per communication, that supporting the month. whole organisation and offered a technically stable operations.. The Solution “There are several benefits to buying a service, we simply do not need to monitor the Product(s) Deployed: development in the same way as before. Our supplier does that for us, and that Customer Interaction Center™(CIC) guarantees that our telephony solution will be continuously upgraded, which obviously Interaction Recorder® saves us a great deal of time,” says Mikael Hedin, system administrator at Göteborg Interaction Dialer® Energi. “It wasn’t long before the decision was made that a modern and scalable contact center solution was what we needed.” Scheduled Reports Interaction Report Assistant The solution was to a buy a service, where the delivery and functionality was based on Desktop Faxing Interactive InteIligence’s CIC platform. A 7-year agreement with the operator, DGC was signed, and in functional terms, it handles incoming calls, outgoing calls using a dialer Benefits: and calendar integration. In all, it affects around 1,400 users, around 250 of whom are Better functionality contact center agents, spread across different sites and addresses in western Sweden. Greater operating stability Greater accessibility The Benefits Lower operating costs The sales organization has been able to use the new system and is celebrating the Integration capabilities streamlining benefits they’ve gained. The service targets are also easier to meet, thanks to a good development in real-time information on queues and waiting times, etc. “The system’s been in operation for around 18 months. We chose DGC and Interactive Intelligence because together, they were the ones that best satisfied our requirement specification and whose price tag was suitable for us. So, in retrospect, we’re able to say that we’re very pleased with our solution,” concludes Mikael Hedin.
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