Telewest Business, the supplier of broadband communications to the public and private sector markets, has been chosen by AOL to implement its ‘SRS Advanced Solutions’ that manages inbound telephony services in the UK. SRS (Special Rate Services) is Telewest’s name for a range of non-geographic numbers such as 0800.
AOL, the leading online interactive services provider to the UK, will implement the new solution across five of its call centres serving AOL members in the UK.
SRS Advanced Solutions is designed to give full and real time control to organisations when managing incoming voice traffic. By using a unique web interface, that has a simple graphical format, clickable icons, drop-down menus and help functions, call centre managers are now able to easily access, modify and activate their individual call plans, and change their routing plans at the click of a button.
Tony Hanway, VP of Member Services for AOL UK, commented that: ‘Our call centres are the hub of our free customer service offering and the smooth management of incoming calls is imperative. With SRS we have the tools to allocate resources, plan capacity and gauge call centre efficiency. This allows us to react instantly to changes in traffic volumes and implement special procedures at busy times so that we can continue to deliver the service our members expect. We chose Telewest Business SRS Advanced Solutions because it not only gives us all the functionality we need, but is also easy to manage and implement via its web interface.‘
Matt McCloskey, Senior Product Manager, SRS, Telewest Business said: ‘SRS Advanced Solutions is the next step in the way that calls can be handled and monitored by organisations. With AOL, we have been able to provide a solution that allows them to create and adapt complex call routing plans by following a few easy steps, all of which can be implemented and monitored in real time.‘
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