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Scala InfoChannel Delivers Real-Time Data to Phone Company Call Centers.
Alpha Video's Installation Brings Information to Ameritech Employees Via TV Monitors.
Calabasas, Calif. (February 23, 2000) -- When phone giant Ameritech needed to upgrade video broadcast systems in five of its operator call centers, it selected Scala InfoChannel IC200 broadcast multimedia software. They needed their call centers to have consistently updated information delivered in an attractive format with minimal training requirements on the production staff.
These broadcast systems are important to Ameritech: they instantly and simultaneously deliver information on anything from product specials to community events. The current RF-distribution systems transmit to televisions (via coaxial cable) throughout the facilities so Scala's network architecture based on cable was a smart solution. The televisions are positioned so that operators can view information while they are talking with customers - using both real-time data to solve customer issues, or simply using the monitors to keep track of company news.
They also display real-time data, including caller volume, the number of customers waiting on hold, how many operators are in the facility, and other statistics. In addition to vastly reducing communication costs (imagine the expense of distributing tens of thousands of photocopied memos each year), the systems build camaraderie and team spirit.
Basing its bid on Scala's InfoChannel IC200 product, Edina Minnesota-based Alpha Video, an authorized Scala VAR, won the upgrade. Alpha Video/Scala won the bid for several reasons. Among them were the quality of multimedia playback and the associated training costs. Widely regarded as a powerful multimedia application that is easily mastered, InfoChannel delivers sophisticated content with a minimum of programming.
Lance Hutchinson is the Alpha Video value-added reseller responsible for Ameritech's installation. "Ameritech distributes InfoChannel information over a system that has cable running to televisions strategically placed in the call centers," he said. "The operators get real time information as to how the center is operating - along with the normal InfoChannel-produced human resources messages and Ameritech content."
InfoChannel IC200's flexibility allows Alpha to offer an add-on product called Newsjet. Newsjet works in conjunction with InfoChannel, delivering current news and information. "Newsjet was a key component as to why Ameritech went with our service," stated Hutchinson, Alpha's corporate sales director. "Ameritech really enjoyed the production quality that Newsjet and InfoChannel bring together."
Alpha Video uses InfoChannel IC200 to distribute news from United Press International, formats it for digital distribution over Scala networks, and broadcasts it to its customers.
According to Ameritech's LaShawnn Tappler, "Newsjet is an essential element. The call center duties take our employees away from the real world. The Newsjet feed sends breaking news to every desk. At the end of their shift, call center employees know what's going on in the world." The system also helps fill the time between calls.
However, Scala's user-friendly feature was a major reason for winning the contract.
"We won the contract because InfoChannel Reporter [previously called Wordcast] can be learned more easily than the competing products. A key component was how quickly and easily the local editors at each facility could put up there own information. Reporter allows them to do this very quickly and easily," explained Hutchinson.
"We trained the Ameritech corporate personnel in Hoffman Estates [Illinois] on the entire system, then we visited every Ameritech site [in five states] and taught the local personnel on the Reporter product. This way, Ameritech has both 'Corporate' and 'Local' information playing in all the facilities," said Hutchinson.
"InfoChannel allows local producers to get information up right away with a minimum of training," said Tappler. "They add local content and digital graphics of their own creation." Local production accounts for about 20 percent of the call center broadcasts.
Tappler and an associate in Hoffman Estates produce the remaining 80 percent. The content includes information about corporate procedures, selling techniques, and product promotions.
The communication method realizes significant savings because information often changes. "With this system, changes can be made and it goes right up," Tappler said.
By installing the Alpha Video/InfoChannel IC200 system, Ameritech realized cost-savings in hardware, software, and especially training expense.
Most important, Ameritech was able to realize these savings without compromising quality- which is an essential element in any corporate environment. "The Scala program has met our expectations, and then some," concludes Tappler. "There is plenty of room to grow and expand."
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