AccessKenya fully automates customer service

AccessKenya fully automates customer service

NAIROBI, May 23 (Xinhua) -- The AccessKenya group has announcedit has completed full automation of its customer service through theacquisition and integration of the globally recommended InternetProtocol Contact Manager (IPCM) and HEAT system from the U.S. basedFrontrange Systems.

In a statement, the Internet Service Provider (ISP) said the twosystems have further been integrated with the new AVAYA PBX. "Ascompetition heightens and internet usage becomes inevitable in allaspects of life, excellent customer service will be the competitiveadvantage of any player intending to attract and retain theincreasingly discerning customers," Nancy Imunde, AccessKenyaGroup's Communications Manager said in Nairobi on Monday.

This trio hybrid integration will upscale the process of handlingincoming client calls and emails resulting to increased operationaleffectiveness, fast and effective query resolution to meet servicelevel agreements and streamline repetitive trouble tasks.

IPCM is widely used as a provider of powerful and affordable ITservice management, IT asset management, and customer servicemanagement solutions.

Its adoption by the AccessKenya Group will greatly advance thegroup's trend of offering unsurpassed customer care service byefficiently and exhaustively handling clients at the shortest timepossible.

IPCM will further ease management and integration of applicationssuch as inbound calls and emails by rerouting and administratingmultiple calls in one virtual center.

The system smoothly integrates with the group's earlieracquisition, the AVAYA PBX and HEAT ticketing system to pass clientdetails and receive a ticket number to be assigned to a customersupport agent.

"This is a very timely acquisition to the group which will play acentral role in scaling upwards our customer service for increasedoperational effectiveness, meeting service level agreements andstreamlining repetitive trouble tasks".

IPCM is highly scalable application hence its integration withHEAT ticketing system and the Avaya PBX that we use for managingcall routing in the office is much easier.

"It will impact positively in workforce management and voicerecording for superior service offering," Imunde said.

The software will simplify call handling while maximizing onefficiency as well as effectiveness both for clients and grouppersonnel.

Specifically, clients seeking the group's support desk assistanceare assured of getting service at the shortest time possible.

Calls coming in through the company's direct lines will be routedonce they get into the Interactive Voice Response, IVR menu.

Once the Main Menu greeting and options are presented and thecaller elects to press '2' for support, they will immediately getinto the IPCM system.

Once channeled to "Support option 2", the customer will selectfrom three operational options namely; Open a ticket; Check on orupdate an existing ticket or thirdly Speak to a customer serviceagent.

Upon choosing to open a ticket, the system will ask for client IDwhich it will then run through the system and give the option torecord a message and later grant a ticket to be assigned to acustomer care representative.

If a client has an existing ticket, the system will allow theclient to check on their status as well as update as desired.

For corporate client, the system will check on its database foryour information and then prompt the client to leave a messagedescribing their problem. After recording the problem, the messageit will issue a ticket number that will be issued to the relevantrepresentative. "AccessKenya continues its tradition of embracingglobal innovative practices and being the pacesetter in theindustry. This way we are able to guarantee better-quality serviceprovision. The introduction of IPCM which works in tandem with theHEAT ticketing application will facilitate keeping of an updateddata base of all client calls and emails through an autodistribution of tickets hence ensure no inquiry goes unresolved,"Imunde said.