Press release
AOL signs with Telewest Business for Inbound Telephony Service
for UK call centres
7th February 2005. 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, said: “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."
SRS also offers levels of control depending on the degree of
online management required and the complexity of the business’
requirements from simple one to one translations to more complex
IVR (interactive voice response) and skills based routing. The
solutions are entirely flexible so organisations that have a range
of SRS numbers can allocate a specific control level for each
individual number. SRS Advanced Solutions provides a completely
virtual service without the need for any installation of equipment
or capital expenditure.