Telecom uses Siebel as contact centre CRM

System developed by Oracle to replace 20-year-old IBM system

Telecom Retail is deploying Siebel as its CRM software in contact centres around New Zealand and Philippines.

Siebel Contact Center is a system developed by Oracle, and Telecom is using it to provide its customer service agents a unified platform to view and handle calls from, and to manage customer information and product assets.

The system also allows customers to track the progress of their issue online, in the form of a ticket.

Trish Keith, GM of customer experience at Telecom Retail, says she hopes the $40 million project will improve customer relations.

“We want to make sure our customers are getting the most out of their Telecom phone and internet services and to do this we need to use the best possible tools to help frontline staff understand customer needs and participate in genuinely helpful conversations,” says Keith.

According to Keith, the company was previously using a 20-year-old IBM system which did not allow for much of the functionality the company needs.

Implementation began in August of this year, with simultaneous deployments at centres in Auckland and Manila.

Contact centre staff can carry out phone and broadband resolution services, with fixed line services scheduled to be introduced in early 2012.

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