Freight giant overhauls voice systems making way for new contact centre.
When looking for a new contact centre solution to replace its ageing call centre technology, the local arm of international freight, transport and express giant DHL, turned to Bytes Communications Systems (BCS), its business partner InConact and the OmniGenesys technology offering.
DHL is the global market leader in international express, overland transport and air freight. It is also the world's number one in ocean freight and contract logistics, the company currently offers a full range of customised solutions - from express document shipping to supply chain management. Wholly owned by Deutsche Post World Net, its network extends more than 220 countries and territories worldwide, with 285 000 employees servicing 120 000 destinations in all continents.
The company's business is hinged around the successful incoming and outgoing communications of its customers' needs. The business needs to be able to effectively facilitate the taking of delivery orders and waybills over the phone.
Says Joanne Whittaker-Smith, national channel manager at DHL Express: "After extensive negotiations were held locally and internationally, we awarded BCS the contract to assist us with our local communications needs. We are currently an existing partner of Bytes Technology Group in other areas of our business and a global customer of Alcatel."
After intensive project scoping and mapping, DHL and communications partner, BCS, finally decided on an entirely new end-to-end voice and contact centre solution, to replace its ageing Siemens system. The project entailed a phased centralisation of all operators across the country, as well as the deployment of a VoIP backbone across the entire WAN network. The aim of this was to be able to leverage the already extensive data network within DHL and drive down internal calling costs.
In addition to which the company then also decided on a virtual IP contact centre, where agents working at disparate offices such as at the OR Tambo International airport in Johannesburg could interface directly with the head office systems. According to BCS the first phase of the project is complete and three branches have been rolled out.
Adds Whittaker-Smith: "We needed a robust solution tailored to our exact communications needs. This was not merely an upgrade to a PABX system or the implementation of a one dimensional call centre, it has to be all the things a fully multimedia contact centre promises, and grow with us into the future."
The technology being used by the more than 350 DHL users located at multiple sites across South Africa currently includes the Genesys Multimedia Contact Centre software and Alcatel OmniPCX Enterprise hardware.
According to George Isaacson, managing director at BCS, part of the partner selection process from DHL's side included the superior integration experience between the Alcatel Voice Server and the Genesys Multimedia Platform. The freight giant was also looking for a system which would afford it high availability and the ability to handle massive call volumes.
George Isaacson, managing director at BCS
Says Isaacson: "This implementation forms part of a national voice roll-out by DHL South Africa, into which all sites will eventually be linked and synchronised via VoIP and will incorporate a number of enhanced features which include: centralised company directories, Dial-by-Name, centralised operators, and centralised system management. In addition to which the second and third phases of the project will include multimedia routing with faxes and e-mails being accepted by the contact centre, as well as front line contact centre integration of the in-house GEMA system.
Working with partners in the process, Isaacson says the company turned to Kathea to provide the cordless headsets for agents and operators, Nice for the voice logging solution, and InContact for the additional professional services around the deployment of the Genesys solution.
Adds Isaacson: "DHL is a premier client to BCS and as such has been treated as an asset to our organisation, the implementation was known by our staff for its extremely tight delivery schedule and its zero tolerance for failure. The communications system was cut over from the old to the new site on a Saturday evening with a total of 45 minutes downtime, one of the requirements included switching four Telkom primary rate interfaces in this period. After the switch the contact centre was operational with the first call (a client calling from the UK) was taken by Fatima Sullivan, the DHL Customer Interface Manager."