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Koorong Spreads the Word with Distributed Mitel IP Telephony Contact Centre Solution

  • 02 August, 2005 15:12

Sydney, 2nd Aug 2005 - Mitel, a leading provider of IP communications solutions, today announced that Koorong has successfully deployed an Australia wide IP Telephony solution using several Mitel 3300 Integrated Communications Platforms (ICP), and a distributed Mitel Contact Centre Solution (6100).

Koorong is a Sydney based retail company, offering more than 100,000 Christian products, including books, bibles, music, videos, giftware and software. Products are sold via Koorong retail outlets located across Australia, as well as via mail-order catalogue and online sales.

With approximately 400 staff Australia wide, a distributed contact centre is a key part of Koorong’s business, supporting their sophisticated combined retail, mail order catalogue, and online sales operation.

Robert Bootes, IT Manager for Koorong said, “Our distributed Mitel Contact Centre Solution handles more than 1,000 inbound sales and service inquiries every day, servicing several time zones across a 13 hour work day.”

“Mitel’s solution has given us enormous flexibility in how we allocate our inbound phone inquiries to staff. Staff can now be rostered efficiently across time zones, with calls automatically sent to the best person - regardless of their location. We can now offer much more flexible working conditions to staff, handle call volume surges more effectively, and our productivity has received a major boost.”

Koorong has major retail locations in Sydney, Melbourne, Brisbane and Perth, each with a Mitel 3300 ICP installation. Each 3300 ICP is networked via IP MPLS services to create a seamless nationwide solution. A further 8 retail locations across regional Australia and a warehouse in Sydney are integrated into the solution. Agents for the distributed Contact Centre are able to be located anywhere that an IP network connection is available.

More than 10% of Koorong’s sales transactions are processed via the www.koorong.com website. Despite the success of website sales, Koorong has found that many clients still wish to speak directly with staff. Approximately 10% of company revenue is generated by Koorong’s contact centre agents.

To supplement sales generated by the retail outlets and website, 120,000 catalogues are mailed to clients each month. Each catalogue marketing campaign generates a surge in the volume of telephone sales and inquiries. The distributed Mitel Contact Centre Solution allows Koorong to effectively handle demand surges, without needing a large centralised workforce. Additional customer service staff can be rostered at any Koorong location to handle the additional call volume.

Gwilym Funnell, Mitel Australia Country Manager commented, “Mitel’s IP Telephony solutions allow businesses to turbo charge customer service productivity. With IP telephony, there is no need to put all of your contact centre agents in one place. Staff across the business can be part of the inbound customer support team – regardless of location.”

Administration of the Mitel IP Telephony solution is handled centrally, with easy to understand web based administration tools. Tasks which formerly needed an expensive voice support engineer to visit the site are now routinely handled by in-house IT support staff. Detailed contact centre reports are now automatically generated and emailed to relevant staff on a daily basis.

Robert Bootes continued, “Our old contact centre was a reporting black hole. It was difficult to track performance and productivity. We looked at more than 20 other solutions before we settled on the Mitel 3300 ICP and Contact Centre Solution. Mitel simply offered the best integrated IP Telephony package for the money.”

About Mitel

Mitel is a market leader for voice, video, and data convergence over broadband networks. With a focus on the user experience, the company delivers advanced communications solutions that are easily customized for individual business needs. Mitel solutions extend from intuitive desktop appliances and applications through to Applications and Services Gateways that enable business process integration and enhancement. Customers are provided with innovative ways to leverage their resources and migrate to the benefits of IP communications at their own pace. Mitel is headquartered in Ottawa, Canada, with offices, partners, and resellers worldwide. For more information please visit www.mitel.com.

About Koorong Koorong is a Sydney based retail company that supplies and promotes more than 100,000 Christian products, including books, bibles, music, videos, giftware and software. Products are sold via Koorong retail outlets located across Australia, as well as via mail-order catalogue and online sales.

For more information visit www.koorong.com

Media contact Sebastian Rice Silverspan 02 9959 1991 seb@silverspan.com

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