Jebsen & Jessen Communications heightens Acer Philippines’ customer support with premium telephony, contact center solutions

In this photo are: From L-R:   Sue Ong – Commercial Sales Manager of Acer Philippines; Juliet Danga, - Marketing Manager of Acer Philippines; Agnes Neria-Espino - Sales & Marketing Director of Acer Philippines; Manuel Wong, Acer Philippines General Manager; John Gonzales – Jebsen & Jessen Communications (P) General Manager and Tanya Espiritu – Marketing Executive, Jebsen & Jessen Communications (P)

End-to-end IT and communications solutions provider Jebsen & Jessen Communication spearheaded the enhancement of the customer support center of Acer Philippines, Inc., one of the leading personal computer brands in the country.

Specifically, Jebsen & Jessen took charge of Acer’s telephony and contact center solutions primarily provided by the company’s key business partner AVAYA in complimentary with other partner products including NICE Call Recording and Quality Monitoring Systems.

These combined solutions will function mainly to control all incoming calls to its Service Center site; as well as for its main gateway for voice communication across branch offices.

According to Manuel Wong, general manager at Acer Philippines, Inc., the company needed a simple yet highly-effective contact center system that will help control calls coming in for their service center.

“We needed a system that will record all conversations of our call center agents. This can help us provide a higher level of support and even more accurate information to our customers,” explained Wong. “We believe that Jebsen & Jessen had the requirements we were looking for, being an Avaya Business Partner and carrying other key solutions essential to our company’s needs.”

Particularly an S8300 Media Server with G700 Media Gateway was deployed for the main site in Manila; while a G350 Media Gateway with an S8300 Local Survivable Processor was placed in its remote site in Makati. This deployment supports up to 450 endpoints which can either be used with an analog, digital or IP telephone. Its media servers and gateways use Communication Manager (CM) as its operating software that can deliver proven reliability, efficient call handling and more than 525 voice application features over traditional switched and Internet Protocol (IP) networks.  

The new system, which likewise converts from analog communication to a more flexible communication, helps in managing the whole company communication from one central location.

This, according to Wong, made it easier to manage their internal communication with perfect security functions. “It became flexible in setting our traffic rules to forward incoming calls to the right group or person; plus it helped us limit the unwanted use of NDD or IDD calls,” added Wong.

Enhanced service and support

Enhancements in service and support came along with the implementation of the solutions from Jebsen & Jessen at the Acer call center. Wong said that performance analysis of their agents became easier for its team lead.  

AVAYA’s Contact Center Express (CCE) and Call Management System (CMS) have become particularly crucial, with the CCE enhancing the basic call center features; and the CMS providing the information and management tools neede to monitor and analyze the performance of Acer’s customer service center operations.

“Not only do we have basis on checking and improving staff performance; now we can also monitor our service to the customer especially with the help of CMS,” continued Wong.

Wong added that Jebsen & Jessen also helped Acer in having a real-time message board so that the team will be alert on their SLA and group performance based on the actual call flow. “All the reports are saved as history so we can compare against previous performance to monitor improvement versus expectations.”

For their part, Jebsen & Jessen is all out in providing the required products and services that will level up Acer’s contact center support.

“We provide Acer with top-of-the-line solutions that will help enable them to compete in the global marketplace, especially with AVAYA’s quality line solutions,” said John Gonzalez, general manager at Jebsen & Jessen Communications. “These were complimented with the NICE Call Recording solution to deliver a comprehensive set of business intelligence and decision support tools for their service center, which are vital to further improve serviceability to customers.”