Koorong Books Spreads the Word with Distributed Mitel IP Telephony Contact Centre Solution
Category : Case Studies
Koorong is a Sydney based retail company, offering more than 100,000 Christian products, including books, bibles, music, videos, giftware and software.
Products are sold via Koorong retail outlets located across Australia, as well as via mail-order catalogue and online sales.
Koorong has successfully deployed an Australia wide IP Telephony solution using several Mitel 3300 Integrated
Communications Platforms, and a distributed 6100 Contact Centre Solution. With approximately 400 staff Australia wide, a distributed contact centre is a key part of Koorong’s business, supporting their sophisticated combined retail, mail order catalogue, and online sales operation.
Robert Bootes, IT Manager for Koorong said, “Our distributed Mitel Contact Centre Solution handles more than 1,000 inbound sales and service inquiries every day, servicing several time zones across a 13 hour work day.”
“Mitel’s solution has given us enormous flexibility in how we allocate our inbound phone inquiries to staff. Staff can now be rostered efficiently across time zones, with calls automatically sent to the best person – regardless of their location. We can now offer much more flexible work conditions to staff, better handle call volume surges, and our productivity has received a major boost.”
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