Enjector Software deliver our contact centre solutions to the following organisations:

ING Direct Spain

Business drivers Replacement of an unsupported CTI environment (CallPath) represented a major business risk. CallPath had restrictions that couldn't be evolved as the the business grew. In particular, business requirements involved better management of customer interactions such as outbound dialling to support major campaigns and e-mail management. Another factor was to have a solution that provided business continuity. CallPath does not support fail-over or geo-redundancy for offsite recovery. This would have been a major exposure that could effect ING Direct's reputation in the event of a catastrophic failure at the main site. Failure of CallPath would have a financial impact as well as disrupt customer service operations. The Solution Avaya Interaction Center and Enjector Interactive Manager Software was selected as the new multi-channel environment. The customer integrated the Enjector’s Thin Client technology to provide integration into ING's CRM browser application to extend it with multi-channel capabilities. ` This environment has been designed for multi-site failover and supports 650+ agents for inbound and outbound traffic.

BCP (British Car Parking)

Business drivers A customer based routing solution to automate the activation of cards and, hence, to reduce the amount of call traffic into the call centre. The Solution The key objective was not to use an external IVR because this would result in additional initial and continuing operational costs. This solution used the onboard capabilities of the exiting Avaya Definity PBX (using the annoucement card). Avaya Enablement Services (CVLAN) and Enjector Process Manager Software was selected to take an incoming call with collected digits, ANI, DNIS and passed to BCP's external application using a web service. The web service returns conditional information which is passed back to Process Manager where the call is either sent to another prompt or to an agent skill group. Since the solution was designed not to use an external IVR system the overall cost of the solution has been dramatically reduced.