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Toyota Financial Services revamps telephony

Company opts for all-in-one IP business communications software suite from Interactive Intelligence

An all-in-one IP business communications software suite has enabled Toyota Financial Services to rationalise its number of phone lines and reduce double handling of calls by staff.

TFS has deployed Interactive Intelligence Group's Customer Interaction Center (CIC) to manage the telephony requirements of its national customer contact centre and Auckland-based main office, along with its co-located Auckland sales office of sister organisation Toyota New Zealand.

Development group manager Glenn Armishaw says TFS was looking for flexibility and scalability in regards to enabling the company's expansion.

"We wanted the ability to add functionality for more complex call centre capabilities and to record calls or play disclosure statements as required for compliance reasons. We also sought integration with our CRM package and core receivables systems, plus looking for future proofing as best possible."

TFS is New Zealand's largest motor vehicle manufacturer-owned finance company, with more than $900 million in assets. It offers a range of vehicle financial leasing and insurance products through 50 customer centres nationwide, directly through its offices in Auckland, Wellington and Christchurch, and online.

The IP-based solution has reduced the cost of phone bills and delivered savings in handling and printing costs through the ability to redirect incoming faxes to the company email system.

It has enabled the delivery of new self-help options and the ability for customers to contact specific staff more directly.

Interactive Intelligence partner and business communications solutions specialist Amtel was responsible for the deployment of CIC.

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