Now Telecom is now identified as a unified communications provider in regional Australia. Today it was announced that Now Telecom have signed Southern Phone Company Ltd (Southern Phone) and will deploy an outsourced IT help desk for the company in addition to Unified Communications (UC) services to customers in regional areas around Australia.
Co-Managing Director of Now, Graeme Kelly, said that Southern Phone was looking to invest in new technology to handle a significant increase in demand and ensure the business had scale for the future. “Southern Phone has recently experienced issues with customer call wait times and abandoned call rates due to significant growth and demand for the company’s services.”
Product & Partnership Manager Dean Stewart, Southern Phone, said, “Customer calls, in particular calls about NBN service delivery have exceeded the capacity of our customer service systems. We needed to invest in new technology and employ more staff.”
Now will implement a Unified Communication, Collaboration and Contact Centre solution for the regional telco, paving the way for more growth and an improved end user experience.
Graeme said, “This state of the art UC solution is globally recognised as the most effective business communications solution and is more than capable of meeting the needs of Southern Phone for today and into the future.”
Graeme said, “We are confident that Southern Phone will see huge value in this service by significantly improving end user satisfaction, reducing user complaints and increasing overall retention; particularly when compared to its current performance. Our goal is slash the average call wait time and abandoned call rate and deliver a solution that exceptional value for money.”
Southern Phone Company is one of the largest and most successful providers of fixed line, mobile and Internet communications services in regional Australia, serving a national customer base and providing more than 130 jobs at its Moruya (NSW) head office. It has a vision to deliver more affordable telecommunications services to regional communities and to share success with those communities.