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Touchbase virtual contact center drives customer service, satisfaction and efficiency at Toyota Financial Services - 22 February 2006
Leading financier pioneers Australia's first Genesys on Cisco IP solution to improve flexibility and scalability while reducing costs.

SYDNEY, AUSTRALIA - Contact center technology specialist Touchbase has successfully implemented Australia’s first Genesys on Cisco Systems® virtual contact center for one of the nation’s leading financiers, Toyota Financial Services (TFS).

Touchbase was contracted by IBM Global Services to develop a system for TFS that would leverage its existing technology investments and replace its aging PBX systems to provide a world class contact center. The solution had to link 90 agents across six contact centers in five States and had to be delivered in just two months, without jeopardizing quality.

TFS, one of the nation's leading financiers with net receivables of $4.5 billion, holds customer satisfaction as a priority and is dedicated to being the world’s best in providing global customers with outstanding vehicle finance products and services. To drive optimum efficiency and service, it needed cutting edge technology for a virtual contact center managing inbound and outbound calls that vary from service and sales calls to debt collection activities.

Touchbase integrated a Genesys solution with Cisco CallManager®, provided by IBM Global Services, and TFS’s existing ONYX CRM system. This delivers a truly virtual contact center where calls are routed to the most appropriate agent based on previous customer interactions. Simultaneously, a complete customer interaction history is delivered to the agent’s desktop in a pop-up screen.

The virtual contact center improves flexibility and scalability and an enhanced customer experience without escalating costs. Simple, repetitive transactions have been automated, freeing up agents to deal with more complex customer interactions.

Andrew Herring, General Manager, Customer Sales and Business Development at TFS commented, “Touchbase provided exceptional service, delivering a comprehensive solution to our requirements within an extremely limited timeframe, while never compromising on quality. The team engaged with our staff to gain a deep understanding of our organization and maintained a strong focus on delivering a successful implementation. Touchbase’s in-depth knowledge of both Genesys and Cisco solutions was integral in the success of this implementation.

“The virtual contact center environment allows our six locations to act as one cohesive contact center, enabling us to build central reports across all sites. Touchbase’s experience in complex contact centers has been invaluable in transforming this new stream of information into intelligent decisions. All of this has been achieved in a technology landscape that is scalable for TFS’ future contact center requirements.”

TFS expects to have realized a full return on investment from the new Cisco® and Genesys implementation within 18 months.

Jason Stirling, managing director at Genesys Australia said TFS had chosen a best of breed consortium of suppliers.

“This is the first integration of its type in Australia, a full IP solution combining Cisco CallManager and Genesys solutions,” he said. “This deployment demonstrates the customer service benefits that Genesys can deliver and we are certain we will see a lot more of this in Australia.”

John Ward, strategy and solutions director Australia & New Zealand at Touchbase said, “Touchbase prides itself on delivering the best and most appropriate technologies available. This empowers organizations to deliver exceptional customer experiences while maximizing efficiencies within their contact center environments.

“By focusing on customer requirements first and delivering best technologies to meet these requirements, Touchbase leads the field and is excited to be working with a leading organization such as Toyota Financial Services.”

Cisco Australia and New Zealand regional manager of Channels, Suzanne Hansen said; “Cisco and Touchbase are working very closely to jointly explore ways to provide solutions to help customers improve productivity and reduce operational costs through Internet technology integration. We are delighted to be working together to help Toyota Financial Services.”

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