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Success Stories Bytes Communication Systems delivers on time for DHL
Success Stories Bytes Communication Systems delivers on time for DHL
| Bytes Communication Systems delivers on time for DHL |
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Freight giant overhauls voice systems making way for new contact centre DHL is the global market leader in international express, overland transport and air freight. It is also the world's number one in ocean freight and contract logistics, the company currently offers a full range of customised solutions - from express document shipping to supply chain management. Wholly owned by Deutsche Post World Net, its network extends more than 220 countries and territories worldwide, with 285,000 employees servicing 120,000 destinations in all continents. The company's business is hinged around the successful incoming and outgoing communications of its customers needs. The business needs to be able to effectively facilitate the taking of delivery orders and waybill's over the phone Says Joanne Whittaker-Smith, National Channel Manager at DHL Express: “After extensive negotiations were held locally and internationally, we awarded Bytes Communication Systems the contract to assist us with our local communications needs. We are currently an existing partner of Bytes Technology Group in other areas of our business and a global customer of Alcatel-Lucent.” Bytes Communication Systems is providing a solution from Alcatel-Lucent which includes the Alcatel-Lucent OmniPCX Office and Alcatel-Lucent OmniPCX Enterprise. Both of these solutions have the Alcatel-Lucent Hotel Link embedded in them, which allows for seamless integration of the hotels’ front office systems. The Enterprise solution will be implemented for the larger sites, with the Office edition working in sites with fewer rooms. OmniPCX Enterprise and OmniPCX Office will allow the City Lodge Group to take advantage of an easy to deploy, easy to manage, fully integrated, cost effective, interactive communications. After intensive project scoping and mapping, DHL and communications partner Bytes Communication Systems finally decided on an entirely new end-to-end voice and contact centre solution, to replace its ageing Siemens system. The project entailed a phased centralisation of all operators across the country, as well as the deployment of a VoIP backbone across the entire WAN network. The aim of this was to be able to leverage the already extensive data network within DHL and drive down internal calling costs. Adds Whittaker-Smith: “We needed a robust solution tailored to our exact communications needs. This was not merely an upgrade to a PABX system or the implementation of a one dimensional call centre, it has to be all the things a fully multi-media Contact Centre promises, and grow with us into the future.” The technology being used by the more than 350 DHL users located at multiple sites across South Africa currently includes the Genesys Multimedia Contact Centre software and Alcatel OmniPCX Enterprise hardware. According to George Isaacson, Managing Director at Bytes Communication Systems, part of the partner selection process from DHL's side included the superior integration experience between the Alcatel-Lucent Voice Server and the Genesys Multimedia Platform. The freight giant was also looking for a system which would afford it high availability and the ability to handle massive call volumes. Says Isaacson: “This implementation forms part of a national voice roll-out by DHL South Africa, into which all sites will eventually be linked and synchronised via VoIP and will incorporate a number of enhanced features which include: centralised company directories, Dial-by-Name, centralised operators, and centralised system management. In addition to which the second and third phases of the project will include multimedia routing with faxes and emails being accepted by the contact centre, as well as front line contact centre integration of the in-house GEMA system. Working with partners in the process, Isaacson says the company turned to Kathea to provide the cordless headsets for agents and operators, Nice for the voice logging solution, and InContact for the additional professional services around the deployment of the Genesys solution. Adds Isaacson: “DHL is a premier client to Bytes Communication Systems and as such has been treated as an asset to our organisation, the implementation was known by our staff for its extremely tight delivery schedule and its zero tolerance for failure. The communications system was cut over from the old to the new site on a Saturday evening with a total of 45 minutes downtime, one of the requirements included switching four Telkom primary rate interfaces in this period. After the switch the contact centre was operational with the first call (a client calling from the UK) was taken by Fatima Sullivan the DHL Customer Interface Manager.” |