Evresis chooses eTelescript as their Internet call center solution

Evresis and Digisoft

Background:

Established in 1996, Evresis Loyalty Management introduced the first outsourced call center in Cyprus and proceeded to land international clients such as Burgan Bank in Kuwait, Housing Bank in Jordan, Doha Bank in Qatar, Credit Libanais in Lebanon, Cooperative Central Bank in Cyprus, Diners Club International in London, Electricity Authority of Cyprus and Kuwait Airways in Kuwait.

Problem:

The Electricity Authority of Cyprus wanted to utilize the technological expertise Evresis had to offer, but due to multiple site location constraints, required a remote solution for their agents. Additionally, they required a solution that was able to seamlessly transfer data to multiple locations. As a Telescript client since late 2001, Evresis began testing Digisoft’s virtual call center application, eTelescript. They immediately identified eTelescript’s strengths and benefits and were able to capitalize on the opportunity. Their client required agents in one location and operations in another as well as robust scripting and database flexibility. eTelescript was designed for just such an application.

Solution:

Capitalizing on eTelescript’s ability to function within a web environment, Evresis won the account and created an integrated campaign that involves remote agents, IP phones, a Definity G3 Switch with V11 for VOIP lines.

Evresis deploys eTelescript as a call center solution to relay initial private reports of power outages to remote agents physically stationed in the Electricity Authority of Cyprus. Upon an electric failure, each call is routed through the Definity G3 Switch in the Evresis call center and then passed to agents located on site at the Electricity Authority. Remote agents receive inbound calls using IP phones over a VOIP connection and have the screen ‘pop’ with the proper script utilizing their CTI.

“With eTelescript, Evresis has achieved the goals we initially established and have been very impressed with the response from Digisoft personnel – both engineers and technicians. Furthermore, because of its open design, we have been able to seamlessly integrate eTelescript into other applications necessary to the campaign - from the most simplified call center operations to the most complex", commented Aristotelis Joannou, IT Manager, Evresis.

A fast and flexible agent interface was vital to the campaign as components of the agent script required customer history populated in a specific grid format. Speed of data transmission was critical to the campaign as repair crews are on call waiting to troubleshoot electrical failure locations and require instant access to downed electric lines or other dangerous situations.

The eTelescript administration module provides integrated telephony features that synchronize with the agent module to provide telephony and screen pops to remote agents. The three-tiered database design ensures the system processes information in an efficient manner and handles calls effortlessly.

The remote agents record the incoming caller information using eTelescript as the agent interface tool. Once complete information is obtained and entered into the database, the system then transfers relevant data to proprietary web applications and reporting tools for follow-up. Housed on a Web server in the Evresis call center, eTelescript provides users unrestricted secure access to view and manipulate their data.

About Digisoft:

Digisoft (a Noble Systems solution)
4151 Ashford Dunwoody Road - Suite 600 • Atlanta, GA 30319
Phone: 888.866.2538 • Fax: 404.851.1421

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