Wednesday, 20 September 2017

Skinny selects Comsys for multi-channel contact centre, IVR

Comsys Telecom & Media
Monday 20 March 17

The successful cooperation between Comsys, I-New Unified Mobile Solutions and Spark New Zealand limited, a leading Mobile Network Operator in New Zealand with sub-brand Skinny has delivered a new customers service solution to deliver excellent service to Skinny customers. The collaboration started in 2012 with the launch of Skinny Mobile, a successful Spark sub…

The successful cooperation between Comsys, I-New Unified Mobile Solutions and Spark New Zealand limited, a leading Mobile Network Operator in New Zealand with sub-brand Skinny has delivered a new customers service solution to deliver excellent service to Skinny customers.

The collaboration started in 2012 with the launch of Skinny Mobile, a successful Spark sub-brand that offers a no-frills, prepay mobile option to the consumer market which uses Spark's great 4G network.

To offer additional services and to give world-class support to its growing customer base Skinny decided to offer multiple contact channels to its customers. As a results, customers can now contact Skinny in any way they want and to make Top-Ups possible from any place at any time.

Skinny replaced its Genesys Call Center solution with the multi-channel Contact Center & IVR of Comsys in combination with a new nextGen Customer Support Center. With this combination Skinny now has a state-of –the art solution which replaced its legacy systems.

Paul Touhey, Spark head of Technology: “We selected the Comsys solution based on their close integration with I-New. This has given us flexibility to configure and manage business logic such as all the call flows, agent priorities, reporting and dashboards. The linkage to the I-New CRM provides a seamless agent experience with all interactions in one place.”

The multi-channel Contact Center in combination with the nextGen Customer Support Center supports channels such as: Inbound calls, Email, Mobile Chat, Facebook Messenger, Outbound calls, and Web-chat. Because everything is fully integrated, the Call Center Representatives get a 360 degree overview of all the contacts and all customer details. The Call Center Representatives now have a single, easy to use application and can help customers faster and better. The All-in-One solution is multi-tenant and thus can also support other brands at the same time.

Comsys CEO Walter Botman: “I am very proud we were selected to deliver the All-in-One multi-channel Contact Center and IVR services. Next to this we are glad we can improve the excellent customer service of Skinny.”

Skinny is one of the mobile sub-brands which is making use of the MVNE in a box solution of Spark Mobile which has features such as: Real-time IN Services, Voicemail, SMS-C, USSD Gateway, Messaging Services, Post-paid, Prepaid, MMS, Real-time Convergent Charging and Rating Engine, CRM, WholesaleBilling, Call Center, Data Warehousing & Business Intelligence, Missed Call Alert, Provisioning, Mobile Marketing and Advertising, Voice (IVR) Services, Voucher Management System, Service Creation Environment, Flexible Mediation, Loyalty and Campaign manager, and much more.


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