Supporting Appello’s Carenet with OASIS

Appello deploys the OASIS contact centre and OASIS Telecare system as part of its integrated Carenet system and services approach, delivered as a software-as-a-service from the cloud. Since the deployment of Carenet, Appello has enjoyed a number of benefits including consistently over-achieving core KPIs, operator handling time reduced and more efficient workflow management.

Read the full story below

Business Drivers

  • Business growth was limited by infrastructure
  • It was difficult to improve the caller experience
  • Resource use was inefficient, leading to higher operational costs
  • Disparate technology systems made handling multichannel contact difficult

Requirements

  • Provide modern infrastructure to support business growth
  • Continue to meet demanding KPIs & SLA requirements
  • Facilitate business growth without large scale recruitment
  • Minimise dependency on operator knowledge
  • Enable effective multi-channel contact

Solution

Appello deployed the OASIS contact centre and OASIS Telecare system as part of its integrated Carenet system and services approach. It is delivered as a software-as-a-service from the cloud. The system ensures that all contact channels and service levels are managed from a single environment with skills-based routing delivering calls, emails, faxes and SMS text messages to operators according to their skills and service level priorities. It also offers centralised management and reporting as well as centralised call recording. As the service is delivered from the cloud, it also supports disaster recovery capabilities much more flexibly.

VoltDelta had the right mix of contact management and signalling expertise required to properly support us, including CRM knowledge. Selecting a cloud-based platform allows us to focus on service delivery and client care rather than have to manage platforms and IT. Additionally, by choosing a modern platform which is able to be easily integrated with other third-party systems means that we are able to offer more complex services such as Telehealth further leveraging our Carenet platform.

Carl Atkey, Technical Director of Appello

Benefits

Since deploying Carenet, Appello has enjoyed a number of benefits including:

  • Consistently over-achieving core KPIs
  • Operator handling time reduced
  • More efficient workflow management
  • Reduced elapsed times to take on new business
  • Consistent caller experience and service level across channels
  • Single reporting and management environment across all of its diverse range of services
  • More flexible cloud based resilience