Improved Contact Center Efficiency Helps Support Sales Growth at America’s First Zoo
HOLLYWOOD, Fla., June 27, 2013 (GLOBE NEWSWIRE) — Mitel Business Partner Conference — The Philadelphia Zoo’s primary objective is connecting its more than 1.2 million visitors a year with its 1,300 rare species of animals. When the Zoo needed to improve its visitor experience and more efficiently support its staff, it turned to Mitel® (Nasdaq:MITL) (TSX:MNW), a leading provider of cloud and premises-based unified communications and collaboration (UCC) solutions, and VoIP Networks, to upgrade its voice contact center infrastructure.
“The Mitel solution definitely simplified IT administration and made us much more effective,” said Gerald Griffin, director of IT at Philadelphia Zoo. “The products are very easy to use and upgrade to implement new initiatives. The reliability of the system has significantly improved throughout the organization. As we continue to develop our communications, we know Mitel’s world-class solution has the flexibility and functionality needed for us to continue to leverage it.”
The Zoo is already seeing the benefits from the recently deployed MiContactCenter and MiCollab solutions. The contact center is handling calls across four queues that cover membership, group sales, education and switchboard. Key features such as call routing, fair call distribution, queue prioritization, and automatic call re-routing ensure a professional and efficient caller experience.
“We worked closely with Mitel and the Philadelphia Zoo to plan and implement the solution,” said VoIP Networks CEO Mark Mowad. “Our goal was to provide an advanced solution that drives simplicity and cost-savings for the Zoo as well as a better customer experience for their visitors.”
Based on the Mitel solution’s reporting features, the Zoo has already expanded its contact center operations from five to seven days a week. Staff efficiency has also improved as collaboration features provide access to fixed and mobile devices as well as voice mail services — regardless of where they are located or which number is dialed.
“Organizations such as Philadelphia Zoo cannot afford to deliver anything less than a superior customer experience at all touch points,” said Ron Wellard, EVP and GM, Mitel Communications. “Deployed by small- and mid-sized and enterprise businesses globally, our portfolio enhances the customer experience, drives employee productivity and controls operational costs across the organization.”