Cyara helps Defence Call Centre to reduce call time by 15%
November 16, 2009
“In two hours, Cyara built a test system, stepped me through the basics and I was ready to go. If I could get the rest of my vendors to do this, life would be so much easier!”
Luke Johnston, Business Integration Coordinator, Defence Service Centre.
MELBOURNE, 16 November 2009: Cyara Solutions today announced that the Defence Service Centre has used its software as part of a project to introduce a new speech recognition interface that has reduced call times by 73 seconds – or 15% of the average call to the centre.
The Defence Service Centre serves the public, uniformed members of Australia’s defence forces and civilian employees of the Department of Defence. Located in the NSW town of Cooma, the Centre has 15 seats and 93 full time equivalent staff.
The Centre recently introduced speech recognition to improve the speed at which it could respond to callers’ inquires and used Cyara’s products in three key ways, the first of which was testing the speech recognition software.
“We loaded up the production license for a component of the system and it did not work,” says Luke Johnston, the Defence Service Centre’s Business Integration Coordinator. This failure meant that while Johnston and his team had acquired a license to operate the speech software for 120 users, the software was convinced it was an emulation version restricted to just four users!
“Only when we ran a test in Cyara did we find it,” Johnston recalls. “I would have been lucky to find that by just doing free testing of the system. Then we would have gone live and had a ‘very interesting’ time.”
Proving faults to suppliers
Cyara also helped the Centre by enabling it to record test calls, an important facility as the Centre has complex infrastructure and occasionally experiences interoperability issues.
“Cyara means I can now go through the call recording and take it back to vendors to prove an incident,” Johnston says. “It has a really nice web-based user interface and it is easy to find a call through the Cyara tests.”
Once a call has been retrieved, Johnston says vendors are far more likely to work on a repair to a problem.
“The vendor commits to fixing it when we offer them proof,” he says.
Scaling up to assist emergency responses
A third area in which Cyara has improved the Centre’s operations is load testing, an important issue given its participation in the National Emergency Call centre, a nationwide facility that combines capacity from several private and public sector contact centres to assist the public during and after events like fires or natural disasters.
“The national emergency call centre is supposed to handle 50,000 calls an hour,” Johnston says, adding that a major telecommunications company told other participants it did not feel it could prove its ability to handle such a load. “But Cyara told us they can create 96,000 test calls an hour and Cyara gave me an evaluation license to prove it was possible.”
“Within two hours Cyara had built a test system, stepped me through the basics and I was ready to go!”
“If I could get the rest of my vendors to do this, life would be so much easier!”
Reduced call time
The speech recognition project has resulted in a 15% reduction in average call time, a figure that represents 73 seconds saved on each incoming call. That productivity boost means the Centre can take more calls with the same staff, while the enhanced routing it permits means callers get the right help, faster.
“The Defence Service Centre has achieved a fabulous outcome,” says Alok Kulkarni, Cyara’s Chief Executive Officer. “We are very proud to have helped the Centre to implement its new speech recognition systems and feel our contribution demonstrates how our testing products can add value to contact centres in many ways.”
About Cyara Solutions
Cyara Solutions is a pioneer of next generation simulation and testing solutions for IVRs (DTMF & Speech), Voice Biometrics, Outbound Dialers and Contact Centres. We enable companies to test their end-to-end contact centre customer and agent experience in a repeatable automated manner to ensure exemplary system operation without requiring any customers or agents but using real calls. Cyara can perform automated load testing, application testing, production monitoring and Genesys CTI and Routing strategy testing of your contact centre operations. We’ve helped leading companies like Telstra, NAB, CBA plus many more. Ensure you are the first to know of any issues. Deploy our solution on your premise or use our hosted 'On-Demand’ services.
Media contacts
Alok Kulkarni
Tel: +61 3 9607 8304
alok@cyarasolutions.com
http://www.cyarasolutions.com
