Stellar upgrades multimedia call centre technology in Australian centres
Released on: January 7, 2008, 7:36 pm
Press Release Author: Stellar Asia Pacific
Industry: Management
Press Release Summary: Stellar signs deal to upgrade multimedia call centre technology used across their Australian-based call centre operations
Press Release Body: Stellar, a leading global call centre and business process outsourcing provider, today announced that they have signed a deal to upgrade the multimedia call centre technology used across their nine Australian-based call centres and two Australian corporate offices in Melbourne and Sydney.
After a comprehensive evaluation of the leading call centre technology products and a successful 6-month 'proof of concept' trial, Stellar chose the Mitel 3300 IP Communications Platform (ICP) for their inbound customer interaction needs.
The Mitel 3300 will provide Stellar with enterprise IP-PBX capability as well as a range of embedded applications, such as standard unified messaging, auto-attendant, ACD, voice mail, wireless gateway and CTI tools for application integration. In addition, Stellar will take advantage of the product's superior Voice over Internet Protocol (VoIP) and audio/video conferencing capabilities to enable high-quality conferencing between its more than 20 global locations as well as moving its Australian corporate telephony to the Mitel platform.
The Mitel 3300 will also form the basis of Stellar's ongoing strategy to service its Australian clients in both domestic and offshore locations whilst minimising telephony charges.
The Ethan Group were Stellar's supplier of choice to run not only the initial proof of concept trial, but also to supply, integrate and support the Mitel technology on an ongoing basis. "We have been extremely pleased with the flexibility and professionalism of the Ethan Group on this project and look forward to continuing this excellent relationship", said Warwick Marx, Chief Information Officer of Stellar Asia Pacific.
Stellar has also upgraded from an Aspect® Premier Predictive Dialler to the latest version of the Aspect® Unified IPT product to enhance agent productivity and further improve outbound sales, telemarketing campaigns and collections service performance. The new IP-based dialler has multiple dialling options, and boasts industry-leading answering machine detection rates with compliance controls and reporting.
The new Dialler will be supplied, integrated and supported by Lake Corporation, who have been a long time business partner of Stellar's.
\"Both these new technologies greatly enhance our multimedia call centre capabilities and allow us to seamlessly manage all types of inbound and outbound customer interactions via phone, fax, email and web. It is essential in today's multimedia environment that we are able to respond to customer enquiries in the manner they wish to contact us, not just via traditional voice channels.\" said Marx. "The sizable investment we are making in these new technologies further demonstrates Stellar's commitment to delivering leading-edge call centre technology to our clients that reduce costs, improve quality and enhance customer satisfaction".
Stellar provides call centre outsourcing services and business process outsourcing solutions to a range of high profile clients in the telecommunications, utilities, transport, finance, government and manufacturing industries.
About Stellar Stellar is a leading global call centre and business process outsourcing provider, with over 6,000 employees across 18 outsourcing centres in Australia, UK, USA, Canada and the Philippines. Stellar's innovative outsourcing solutions help clients reduce operating costs, improve quality levels and increase revenue and profitability. The company serves a range of clients in the telecommunications, utilities, transport, finance, government and manufacturing industries. In addition to call centre outsourcing, Stellar specialises in document management, workflow automation technology and process outsourcing solutions. For more information, visit www.stellarBPO.com
About Mitel Mitel is a leading provider of integrated communications solutions and services for business customers. Following its merger with Inter-Tel, Inc. Mitel offers customers greater flexibility and choice of solutions, from basic business communications to sophisticated unified communications, from pre-packaged to tailored applications, and from an outright capital purchase to a managed service. For more information, visit www.mitel.com
About Aspect Aspect Software, Inc. is a leading provider of proven, innovative contact centre products and services, including automatic call distributors (ACDs), diallers, workforce management (WFM) solutions, voice self-service systems and a unified multichannel contact centre solution. Each day, thousands of in-house and outsourced contact centres around the globe conduct more than 125 million customer interactions using Aspect products. Aspect has operations across the Americas, Europe, Africa, the Middle East and Asia Pacific. For more information, visit www.aspect.com
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