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Moore North America
Contact Center Environment
Notions Systems Delivers the Avaya Interaction Center Platform to Moore
North America, a Division of Moore Corporation - a Leading Provider of
Print and Digital Information
December 2002 - Notions Systems, an integration provider of the Avaya Interaction Center multi-channel
routing platform, successfully completes the implementation of a complex multi-site, multi-channel project
for Moore North America, a business unit of Moore Corporation Ltd (MCL). The AIC 5.6 platform allows
the company to leverage existing investments in call center and CRM applications by providing a common
platform for routing customer interactions across voice (CTI), email and fax.
In Mid 2001, faced with a struggling economy, declining revenues and an undesirable cost structure, Moore
Corporation began a major strategic initiative to reduce costs and streamline operations. As part of this
process, they identified the need to consolidate their customer service centers and replace current
information systems with a more robust CRM platform. Also necessary was a more strategic and
systematic approach towards managing customer inquiries via multiple communication channels.
This initiative resulted in standardization on the Pivotal Sales & Marketing Call Center application. After
careful review of the Avaya Interaction Center and offerings from competitive vendors, the firm decided on
the AIC solution. “Based on its flexible architecture and ability to scale across multiple sites and
communication channels, we felt that the AIC solution made most sense. Also, AIC’s flexibility to
integrate to multiple ACD platforms and CRM applications as Moore’s business strategy evolves, also
factored into the decision.” stated Wendy McCready, Director of Distributed Computing.
Notions worked diligently with the company, carefully crafting a project plan that encompassed 5 sites and
over 300 users. Complicating the project was the custom integration necessary to establish connectivity to
the proprietary Pivotal CRM system. Notions worked with the Pivotal team to determine the most effective
approach for integrating the two platforms. Once completed, Moore could utilize information in the Pivotal
application for executing routing rules based on customer, agent or channel elements. Further, Notions
aided in the installation and configuration of a Fax Server from Rightfax. This allows electronic documents
to be processed through the email management component of AIC, along with customer correspondence
sent from the company’s website or to a specific email address. As a result, a blended queue of work is
available for Moore CSR’s, along with a detailed view of customer history across all channels.
Future considerations include the addition of new features to the customized environment, along with
upgrading to the AIC 6.0 platform. The consolidated reporting capabilities of Avaya Operational Analyst
are being investigated, as the company looks to gain a more sophisticated understanding and use of
customer history and behavior. Moore is also considering enhancements to their online customer website,
including text chat, web collaboration and shared browsing.
Ms McCready notes, “Given the complexities of our environment and our recent investments in new
technologies, we are very pleased with the AIC platform and Notions Systems ability to deliver an effective
solution. Their responsiveness, technical expertise and ability to execute on our vision have proven
extremely valuable.” |
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