1531 — Goodyear extends European customer service operation with Aspect

Oct 22, 2004 | Conteúdos Em Ingles

Goodyear Dunlop Tyres has extended the contact handling capacity of its European customer service operation by adding remote agents using an IP-based phone solution from Aspect Communications.

The 18 new agents work alongside existing agents at Goodyear’s Customer Interactive Centre – with all agents being entirely managed from a single head office site in Hanau, Germany.

Goodyear Dunlop’s new remote contact centre capability was added to meet increased customer demand. The Customer Interactive Centre processed a massive 2 million incoming calls, 210,000 faxes, 30,000 Internet inquiries, 82,000 dealer emails, and 10,000 consumer emails in 2003.

The remote agents use Aspect Uniphi Connect software with Citrix clients and softphones – and handle an average of 1,000 Voice over IP (VoIP) calls a day. Aspect Communications acted as a single-source vendor on the project for both the technology and the integration process.

According to Norbert Hecking, Goodyear Dunlop Manager, Customer Interactive Centre, German Operations “With Aspect Uniphi Connect, we have extended our current Automatic Call Distributor (ACD) capabilities to agents at remote sites or those working from home, keeping facilities costs down and reducing the need for new hardware. We hope to see a 10 to 20 percent reduction in operating costs by 2005. As far as we’re concerned, VoIP is the future


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