Archive for May, 2010

Contact Centers on Demand

Hi, my name is Patrick Milata and my colleague Reinier Meuwissen, Werner Klötsch and I will take turns in keeping you posted with news and stories from the world of network-based contact centers and televoting.

My position at ECT requires a good deal of travelling. As a frequent flyer, things have happened to me that would be worth a blog of their own. I guess I’m not alone. Our air traffic is a very sensitive system and there are countless opportunities for things to go wrong.

When something happens, thousands of travelers get stuck, lose their baggage, or miss their flights. That’s the time when helpdesks and call centers get busy.

We have a client who makes a lot of money by providing on-demand (pay per use) contact centers to airlines using our effECTive® suite for his network-based call center solution.

In a crisis situation, the demand for his service skyrockets. A premise-based call center solution can’t handle a large-scale sudden peak. That’s the point where a powerful web-based call center solution is needed and that’s what our customer provides. He has a powerful platform from which he can give his customer, the airline, the number of requested seats and implement them quickly in their ACD at the flick of a switch.

I think this is a very smart business model. The airline only rents additional capacity for the time they need it. A carrier, however, can only offer such a business model with a network-based contact center solution. With a premise-based solution he would never be able to provide a high number of additional seats in virtually no time. But how exactly does a network-based contact center help? That’s our topic next time. Stay tuned.