Press release
Corizon software boosts BT broadband support performance and brings ROI within 12 months
Resolve system, based on Corizon platform, helps contact centre agents handle customer enquiries more effectively.
London, UK, 29 May 2007 - Corizon today announced that its software platform has helped BT significantly improve the efficiency and service levels of its broadband customer support teams. BT has used Corizon to build a ´mash-up´ composite application called "Resolve" which dramatically simplifies the desktops of contact centre agents by reducing the number of IT systems they need to deal with when answering calls.
Resolve is now used by over 1,000 BT customer service agents, handling up to 30,000 calls per day. The number of complex calls which are now resolved first time has been improved by 20%, and, on average, 25 seconds are saved from the handling time of each customer call. In addition to this, call escalations to BT Wholesale have been reduced by 8,600 calls per week, providing significant savings and an improved level of service. BT has been able to achieve complete ROI within 12 months of deploying the Corizon platform.
BT is the UK´s single largest provider of broadband products and services. In a highly competitive sector that is nearing saturation, BT needs to sustain its market leadership position whilst innovating with new services and providing the necessary infrastructure to sustain a high level of customer support. In order to counter the overarching issue of customer churn, BT identified the customer service desk as an area in which a focussed effort could be made to empower its agents to service customers more effectively.
"Providing customer support for our broadband services is a complex proposition due to the breadth of the offering and the complexity of DSL technology," explains Roger Buck, Broadband Helpdesk Change Manager at BT. "Providing support for all the services requires agents to initiate and interpret many diagnostic tests, and check customer and technical data from up to seven applications on an average call."
Corizon technologies enable the useful parts of any set of applications to be transformed into building blocks of user interface (UI) called UI Services. These can then be ´mashed-up´ in a single composite UI, simplifying the user experience, cutting costs, and reducing the security risk inherent in opening entire applications to new users. BT used this approach to develop the Resolve composite application with Corizon. This presents agents with a single user interface and a management console that can cope with the variety of tests that need to be coordinated to check faults on a broadband line.
The flexible nature of Corizon´s approach allowed BT to use an agile development methodology. As a result, new features can be implemented into the Resolve software platform on very short timescales, based on feedback from the user community. This agile development allows changes to be made to easily cope with evolving business requirements, or if specific issues arise from direct user experience.
Buck describes the changes: "The Resolve application provides our agents with a single view of the customer´s fault situation, guiding them through key business processes and reducing the need for re-keying data or switching between applications. Agents now have a single sign-on facility, removing the need to log in to each application separately and saving further time. "Our investment in Corizon´s software has delivered full return on investment in less than 12 months, remarkable when looking at enterprise software on this scale," concluded Buck.
Eric Guilloteau, CEO, Corizon: "We bring an innovative approach to eradicating the ´swivel chair´ integration problems that plague call centres - cutting down the number of applications that must be navigated and enabling customer service advisors to spend more time effectively engaging with customers. It is excellent to see the direct impact that Resolve has had on the performance of BT´s broadband support and we look forward to the evolution of the application in the weeks and months to come."
London, UK, 29 May 2007 - Corizon today announced that its software platform has helped BT significantly improve the efficiency and service levels of its broadband customer support teams. BT has used Corizon to build a ´mash-up´ composite application called "Resolve" which dramatically simplifies the desktops of contact centre agents by reducing the number of IT systems they need to deal with when answering calls.
Resolve is now used by over 1,000 BT customer service agents, handling up to 30,000 calls per day. The number of complex calls which are now resolved first time has been improved by 20%, and, on average, 25 seconds are saved from the handling time of each customer call. In addition to this, call escalations to BT Wholesale have been reduced by 8,600 calls per week, providing significant savings and an improved level of service. BT has been able to achieve complete ROI within 12 months of deploying the Corizon platform.
BT is the UK´s single largest provider of broadband products and services. In a highly competitive sector that is nearing saturation, BT needs to sustain its market leadership position whilst innovating with new services and providing the necessary infrastructure to sustain a high level of customer support. In order to counter the overarching issue of customer churn, BT identified the customer service desk as an area in which a focussed effort could be made to empower its agents to service customers more effectively.
"Providing customer support for our broadband services is a complex proposition due to the breadth of the offering and the complexity of DSL technology," explains Roger Buck, Broadband Helpdesk Change Manager at BT. "Providing support for all the services requires agents to initiate and interpret many diagnostic tests, and check customer and technical data from up to seven applications on an average call."
Corizon technologies enable the useful parts of any set of applications to be transformed into building blocks of user interface (UI) called UI Services. These can then be ´mashed-up´ in a single composite UI, simplifying the user experience, cutting costs, and reducing the security risk inherent in opening entire applications to new users. BT used this approach to develop the Resolve composite application with Corizon. This presents agents with a single user interface and a management console that can cope with the variety of tests that need to be coordinated to check faults on a broadband line.
The flexible nature of Corizon´s approach allowed BT to use an agile development methodology. As a result, new features can be implemented into the Resolve software platform on very short timescales, based on feedback from the user community. This agile development allows changes to be made to easily cope with evolving business requirements, or if specific issues arise from direct user experience.
Buck describes the changes: "The Resolve application provides our agents with a single view of the customer´s fault situation, guiding them through key business processes and reducing the need for re-keying data or switching between applications. Agents now have a single sign-on facility, removing the need to log in to each application separately and saving further time. "Our investment in Corizon´s software has delivered full return on investment in less than 12 months, remarkable when looking at enterprise software on this scale," concluded Buck.
Eric Guilloteau, CEO, Corizon: "We bring an innovative approach to eradicating the ´swivel chair´ integration problems that plague call centres - cutting down the number of applications that must be navigated and enabling customer service advisors to spend more time effectively engaging with customers. It is excellent to see the direct impact that Resolve has had on the performance of BT´s broadband support and we look forward to the evolution of the application in the weeks and months to come."
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