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20 Mar '17
Skinny has selected the multi-channel Contact Center & IVR of Comsys
The collaboration started in 2012 with the launch of Skinny Mobile, a successful Spark sub-brand that offers a no-frills, prepay mobile option to the consumer market which uses Spark's great 4G network.
To offer additional services and to give world-class support to its growing customer base Skinny decided to offer multiple contact channels to its customers. As a results, customers can now contact Skinny in any way they want and to make Top-Ups possible from any place at any time.
Skinny replaced its Genesys Call Center solution with the multi-channel Contact Center & IVR of Comsys in combination with a new nextGen Customer Support Center. With this combination Skinny now has a state-of –the art solution which replaced its legacy systems.
Paul Touhey, Spark head of Technology: “We selected the Comsys solution based on their close integration with I-New. This has given us flexibility to configure and manage business logic such as all the call flows, agent priorities, reporting and dashboards. The linkage to the I-New CRM provides a seamless agent experience with all interactions in one place.”
The multi-channel Contact Center in combination with the nextGen Customer Support Center supports channels such as: Inbound calls, Email, Mobile Chat, Facebook Messenger, Outbound calls, and Web-chat. Because everything is fully integrated, the Call Center Representatives get a 360 degree overview of all the contacts and all customer details. The Call Center Representatives now have a single, easy to use application and can help customers faster and better. The All-in-One solution is multi-tenant and thus can also support other brands at the same time.
Comsys CEO Walter Botman: “I am very proud that we were selected to deliver the All-in-One multi-channel Contact Center and IVR services. Next to this we are glad we can improve the excellent customer service of Skinny.”
Skinny is one of the mobile sub-brands which is making use of the MVNE in a box solution of Spark Mobile which has features such as: Real-time IN Services, Voicemail, SMS-C, USSD Gateway, Messaging Services, Post-paid, Prepaid, MMS, Real-time Convergent Charging and Rating Engine, CRM, WholesaleBilling, Call Center, Data Warehousing & Business Intelligence, Missed Call Alert, Provisioning, Mobile Marketing and Advertising, Voice (IVR) Services, Voucher Management System, Service Creation Environment, Flexible Mediation, Loyalty and Campaign manager, and much more.
About Skinny Mobile:
In a nutshell, Skinny’s whole reason for being is to strip everything back, so you only pay for stuff you actually want. It’s based on a model called common sense. We do things like not sponsoring rock concerts and not having our own stores to keep costs down. We only do mobile & broadband, and it’s all prepay, which means we keep our customers happy as they can leave us anytime. We're a separate division of Spark New Zealand Trading Limited, and we happily use the Spark 4G network.
Comsys Telecom & Media is a specialist in interactive telephony services such as Contact Center, IVR, Voicemail, Missed Call Alert and other voice related solutions. Comsys provides these telecommunication products globally to mobile and fixed line telephone operators, MVNO’s and MVNE’s. Comsys has more than 30 years of experience in developing and hosting interactive media services. Comsys develops these solutions for Voice, Web and Mobile. For more information about Comsys visit: http://www.comsys.net/