"We wanted to do more than just upgrade our IVR," Brandes says. "We wanted to be Web-enabled. We wanted to be able to manage data and voice communications together. We also had a need to centralize some of our procedures in central credit."
Traditional call center platforms didn't make sense because they don't integrate online capabilities. An increasing amount of Global Cash Access' requests were coming via e-mail.
The company was seeking a telecommunications system that could automatically answer calls, and integrate with the credit system and e-mails would allow the company to meet those needs, while VoIP access would position it for future benefits from better communications efficiency. So Global Cash Access worked with Rocklin, Calif.-based Special Order Systems, a company that provides and integrates telecommunications hardware and software as well as providing telecom consulting services.
Special Order Systems installed Interactive Intelligence's (Indianapolis, Ind.) Customer Interaction Center application, which serves as an IP-based phone system, and gives enterprise users complete voicemail, fax, ACD, IVR and auto attendant capabilities as well as unified messaging, remote system access, real-time presence management, and pre-integrations to CRM and other business applications. The platform was integrated with two Cisco 3825 routers to provide analogue and digital communications support.
Now the casinos simply call into the system, enter an ID, then enter the ID of another casino (if seeking a transfer), rather than involving a human agent. Credit information on the Global Access System can also be accessed without agent interaction. This enables agents to concentrate on other customer service needs, Brandes says
The platform's architecture enables Global Cash Access to uses Customer Interaction Center with IP- and analog-based equipment on the front and back ends and to add IP equipment as the needs grow.
