Marcom installed a call centre using Swan Solutions Callview and Siemens HiPath 3700.

The Problem

To upgrade a Siemens Hicom at a very affordable price and to generate useful information on all call centre staff, for training purposes. The customer had an inbound call centre, however, where no statistics were able to be generated on staff. Staff statistics are often used to reward those working hard and to help those who were not doing as well as they could. The centre also had an employee who worked from home (telecommuting) and wanted to be able to use the solution to answer calls at weekends, when no one was in the office.

The Solution

• HiPath
• Call logging
• Remote access for telecommuting

We were able to bring them up to date with the latest software for less than £1K, protecting their initial investment made in the Siemens platform. With a call logging system from Callview and Siemens, we were able to give each agent a log on code and report on their activity while logged onto the system. This helped productivity increase by 15% over the short term. The supervisor is able to run stats on any agent or line and monitor staff conversations to help improve results with additional training.

We were able to set up a remote worker, using the IP card (HG1500). This enabled him to log in, work as normal from home, and take business calls at weekends. This solution has enabled the client to determine whether it was viable opening at weekends, based on volume of calls.

Marcom were recommended to the client by Siemens after they were unhappy with the previous maintainer and we now support and maintain the site.