Mexico opened its telecommunications industry late in the 1990s, creating an opportunity for Axtel (News - Alert) to emerge as a strong competitor in this space. Since that time, the company has become one of the nation’s largest and fastest growing private telecommunications providers. In recent months, Axtel has taken the necessary steps to expand its position and strengthen its deployment of technology from Genesys (News - Alert), creating an environment where quality of management is a priority

. In a recent case study, we have the opportunity to learn how quality of management impacted performance and supported expansion efforts for Axtel. The company depends heavily on Genesys to not only support, but also drive its impressive growth. When Axtel launched the development of Broadband over Power Line (BPL) and WiMax wireless technologies, Axtel was heavily relying on its contact center to support these new technology initiatives.

The contact center must be under a quality of management approach that ensures optimal performance in the company’s efforts to sell new services to existing and new customers. Agents in this environment were also responsible for supporting marketing campaigns, responding to repair requests, providing customer service, overseeing bill payment and supporting the company’s installation and IT groups. Essentially, in the eyes of the customer, the contact center is the company.

With the company’s growth over time, the Genesys contact center solution for quality management became increasingly more important. When the agent base swelled to be able to handle 13,000 calls per day, the Genesys Inbound Voice was implemented to route customers to the right agent. The Outbound Voice was also put in place to automate bill collection, while Intervoice (News - Alert) IVR was integrated with Genesys to ensure simple segmentation.

Within a few short years, that call volume jumped again – to nearly 37,000 calls per day. Agents within the Axtel contact center grew to 726. The company at that point had two contact centers and needed to use available technology to administer both locations as one virtual center, while also expanding into multiple channels.

To meet all of its quality of management needs, Axtel implemented a number of Genesys modules, including the Workforce Management, Internet Contact, CC Analyzer, CC Pulse (News - Alert), the SNMP Option and the G-plus Adapter for Siebel.

“That’s the huge advantage of Genesys,” said Marco Caceres, IT Manager for Axtel’s contact centers, in the case study. “All the functions we need are already integrated into a single framework.”

With the new solutions in place, Axtel anticipates savings of $1.6 million in the first year alone as a result of accurate workload forecasting and agent scheduling. The company should also enjoy the benefits of the virtual contact center across two call center locations. Significant cost savings are anticipated through effective management of the higher call volume as a result of skills-based routing and automatic screen pops.

Reduced costs associated with bill collection and boosted agent productivity is expected as a result of automating 19,000 daily outbound calls, as well as re-assigning agents to other tasks. This approach to quality of management is sure to produce the necessary results to optimize the contact center environment for Axtel.