As a contact centre solutions company ‘seizing the
opportunity’ is at the heart of Carpeo’s business strategy
and this is just what they have done by connecting to the
latest in-network services hosted by OPEX.
Working closely with OPEX Hosting the sister company to Business
Systems, Carpeo implemented three powerful in-network applications
with zero capital expenditure and was able to dynamically scale their
usage and revenue costs based on their business demands.
The end-to-end solution incorporates; call recording, dialling and the
tPoint CRM script and workflow engine, all of which are hosted in the
network. These are VoIP applications but fully backwards compatible to
TDM telephony so that companies can use their existing telephone
systems and still take advantage of these new services.
Carpeo’s decision to use these services was based on adding value and
efficiency into the business processes. The dialling application has
preview, power and predictive capability but most importantly is OFCOM
compliant.
These facilities ensure that Carpeo can focus more on the business of
engaging with the customer, and is now typically achieving a talk-time of
75% or higher.
The hosted technology model adds a great deal of flexibility as usage can
be expanded or contracted as required. Also, with self-service facilities in
the tPoint CRM package, tasks like campaign scripting can be handled
in-house and changes made on the fly.
Hosted solutions are not new but the security and resilience of today’s
platforms makes this technology appealing to many more businesses, to
the extent that even major high street banks are signing up to the hosted
model.
The OPEX model delivers these applications on a pay-for-use service,
module by module; all of which adds up to customers like Carpeo, being
confident that the technology they use delivers the efficiencies they need
to be competitive.
Gary Hitching, Managing Director at Carpeo adds “Carpeo utilises OPEX
hosted services because each module seamlessly integrates to the next,
giving us a unified platform for campaign management. Virtual contact
centre technology is positioned firmly at the heart of our business.”
|
