Luck o’ the Irish in Vega$

Eircom had the sort of success in Las Vegas this week that all visitors to Sin City wish for, taking home to Ireland the title of “Best Contact Center in the World” at the 2006 World Contact Center Awards. In August, winners were announced at Contact Center World Awards Conferences for Best in Europe, Middle East and Africa; the Americas; and Asia Pacific.

Eircom Telesales and Service Centre won the award for “its commitment to customers and for its alignment of contact centre performance and objectives with the organization’s corporate goals.” Statistics show that eircom staff, answering 85 percent of its 6000 calls received weekly within 10 seconds; 36 percent of these calls are said to represent cross-selling and up-selling opportunities.

"It is fantastic to be recognised as the best of the best by our industry peers from around the world," said Annette Hickey, head of Eircom TSS, in the Las Vegas awards ceremony upon receiving the call-center Oscar.

Eircom can put the big prize together on the metaphorical mantelpiece with Ireland’s Contact Centre Award for best innovative use of technology and the IM B2C Commerce Award for demonstrating vision and skill in new technology.

Eircom uses the Genesys Voice Platform and Nuance speech recognition engine to power its “1901” freefone customer service application that handles 100,000 calls per week.

Eircom Ltd. offers services specifically to assist U.S. corporations expanding into Europe, including international direct dialing, toll-free, ISDN, frame relay, ATM, private circuits, charge card, call centers, shared service centers and a range of ISP and corporate internet services including hosting and co-location services. The Eircom clientele includes Dell, EMC, Oracle, Gateway, Microsoft, Radisson, Citibank, Hertz and E*trade.