ZRG Headquarters, Pakistan, Feb 10, 2006 – Pakistan’s largest customer services call center, operated by Mobilink GSM has started the operations of Blackberry customer services and support center. With a dedicated group of experienced representatives and an IP call center technology solution from ZRG International, Mobilink is well-positioned to provide exceptional personalized customer support for its newly launched product. The call center representatives will handle incoming calls as well as place outbound calls for various campaigns.
The IP Call Center Solution installed and supported at Mobilink by ZRG International is built upon the proven and widely installed open standards based architecture using Intel CTI and VoIP technology.
The latest release of CT Server supports IP agent connectivity (on the LAN) in addition to the TDM (using dedicated voice network). The best part is that the IP connectivity is completely transparent for the users of CT Server. As an immediate benefit, Mobilink will have the flexibility in the seating arrangement of the agents. Now agents can be located anywhere on Mobilink LAN. Using any networked workstation and a headset, agents will be able to login and start helping customers, regardless of the location. Other benefits including savings in cabling expense, single team to manage voice and data network and software based scalability of bandwidth (i.e. agent capacity).
Mobilink has been using Intel CTI based CT Server solution from ZRG at its call centers since 2001. The CT Server solution suite has given a wide variety of flexible and customizable applications and tools to Mobilink customer services and IT.
The agent tool helps the agent become more productive that results in increased customer satisfaction and retention. The supervision and reporting tools help call center supervisors and managers in monitoring the quality and performance, analyzing customer trends and improving call center operations.
These capabilities have enabled the call center to function in an effective and efficient manner. The users and management at Mobilink continue to express great satisfaction towards the flexibility and advanced integration and customization capabilities of CT Server solution. This degree of satisfaction can be judged by a recent media campaign released by Mobilink and ZRG jointly.
The vast majority of call centers today are based on the traditional architecture of separate voice and data networks. Industry research in many developed countries clearly indicates a shift towards an IP environment. The migration is occurring, in part, because of the shift to IP telephony within the enterprise itself.
The deployment of IP Call Center for the new requirements of Mobilink Customer Services indicates that the company plans to draw benefits associated with IP telephony on the LAN.