New Zealand Racing Board implements contact centre

Tuesday, 29 November, 2011


New Zealand Racing Board (NZRB) has implemented a customer contact solution to meet increases in customer contacts across several channels including online, phone and SMS.

With changes in the betting landscape in New Zealand increasing the uptake of smartphones and internet-based betting services, the NZRB needed a solution that could provide multichannel communications to customers, allowing those customers to choose the method of communication most suitable for them.

“The betting landscape tends to be quite cyclical and volumes increase and decrease depending on what events are being run at that particular time. We required a solution that was able to handle the rapid spikes in traffic - both phone based and online,” said John Mitchell, Communications Manager, NZRB.

NZRB consequently implemented the Aura Contact Centre solution from Avaya. The system has allowed NZRB to successfully handle much larger volumes of calls and multimedia communications with customers.

The solution increases performance by maximising routing and resource selection, ensuring communications are passed quickly to the most appropriate available agent. This in turn makes better use of agent time and ensures the best resources are used to address the activity or enquiry, improving overall productivity, response times and the cost effectiveness of the contact centre.

NZRB can also split the volume of communications across three locations in Auckland, Wellington and Christchurch.

“By working with Avaya, we have been able to create a contact centre solution that delivers an integrated, efficient and highly personalised customer contact experience that assists us with building customer loyalty, which is paramount to the continued success of our business,” said Mitchell.

“We are able to contact our customers proactively about special promotions and offers and have them complete the transaction almost immediately on their smartphone. This opens up several exciting opportunities for our business,” he said.

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