Cisco Helps Singapore's SMRT Reduce Dropped Calls
October 30, 2015
By Joe Rizzo
Contributing Writer
Businesses around the world are discovering the appeal of a communications solution that extends the power of their business phone system. Unified communications (UC) is that competitive advantage for businesses that need a single system designed to manage multiple tools and platforms.
One company that has found this out the hard way is the SMRT Corporation. It is the second largest public transport and the premier multi-modal transport service provider in Singapore and it is experiencing a problem that has a solution in UC. SMRT is hoping to resolve its problem with the help of Cisco (News - Alert) and Logicalis, an international IT solutions provider.
SMRT announced that Cisco was chosen to be its UC solutions provider, while Logicalis will be working together with Cisco as a systems integration partner. SMRT has had a good working relationship with Logicalis (News - Alert) in the past and is confident that they will continue to ensure that any issues encountered during the project will be quickly resolved.
As you might imagine, any major railway system will have its share of customer calls and Singapore is no exception. The problem referred to above is dropped calls during peak hours. SMRT does have a customer relations team made up of about 20 staff members, but with thousands of calls registered on a monthly basis, the extended wait time between calls means lots of dropped calls.
According to senior manager of customer relations frontline, passenger services department at SMRT, Gnin Kim Sang, “When we reviewed the technology upgrade, reducing the number of dropped calls was a chief concern. We needed to find a solution that could provide clarity on the call traffic so that we could take appropriate action whenever necessary.”
Due to Cisco’s impressive track record and its ability to meet the demands that SMRT was looking for, Cisco’s Unified Communications (News - Alert) applications proved to be flexible, yet powerful enough to deliver the necessary productivity and analytical tools.
Cisco’s UC platform provides the ability to efficiently communicate and access information, which in turn reduces latency. Being able to manage each call quickly and successfully is what SMRT was looking for leading to a shorter wait time between calls. This has already resulted is fewer dropped calls and provides a better customer experience.
Edited by Kyle Piscioniere
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