Go Luton handle 950 calls in one hour on New Year's Eve with the SpliceCom maximiser

This New Year's Eve, Go in Luton handled around 750 calls per hour, peaking at 950 calls between 1am and 2am.  The SpliceCom maximiser system, coupled with the modern call centre, both installed and maintained by Dolphin coped flawlessly with the load.  10 telephonists and 2 controllers worked throughout the evening to handle the call volumes on what is their busiest night of the year.

Mohammed Saqlain said, "The SpliceCom system has grown with us from the 150 car company we were a few years ago, to the 450 car company you see today.  Since Dolphin commissioned our dedicated Vision Call Centre system last year, we have seen a huge decrease in abandoned calls and greater productivity from our telephonists."

Dolphin joins Google Apps Authorised Reseller Program

Dolphin today announced it has become an authorised reseller of the Google Apps™ suite of communication and collaboration tools.

Google Apps brings simple, powerful communication and collaboration tools to organizations of any size – all hosted by Google to streamline setup, minimize maintenance, and reduce IT costs.  With Gmail (including Google email security, powered by Postini), Google Calendar, and integrated IM, users can stay connected and work together with ease. And, using Google Docs and Google Sites, which include word processing, spreadsheet, presentation and website creation tools, they can share files and collaborate in real-time, keeping versions organized and available wherever and whenever users work. 

The Google Apps Reseller program includes resellers, consultants and independent software vendors that sell, service and customise Google Apps for Business for their customers.  Dolphin received training, support and deployment services from Google, as well as access to APIs for integrating Google Apps into their customers' business operations.  Dolphin is able to retain a close relationship with their customers in order to provide additional service and support.  The businesses receiving Google Apps will benefit from the additional attention to their specific needs.

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Google, Google Apps, Gmail, Google Talk, Google Calendar, Google Docs, Google Sites and Google Video are trademarks of Google Inc.

New Taxi Apps call centre opens in Luton

Dolphin have recently completed construction of a new 13 seat call centre for Go's Leagrave office, providing the desking, voice and data infrastructure and project managing external subcontractors, such as decorators, electricians and flooring.


The call centre is equipped with 11 agent pods and 2 controller stations, to handle Go's 450+ vehicle fleet and is capable of handling thousands of calls each day.


Telephony
The control room utilises the SpliceCom maximiser telephone system, which provides the company with IP telephony to the agents and controllers at all its sites, as well as managers and home workers.  The maximiser is at the heart of the control room, providing call recording, auto attendant, call management and wallboards, as well as an advanced IVR (Interactive Voice Response) system which allows callers to book and check the progress of their taxi without having to wait for an agent to become free.


Comms Room
Dolphin also built the comms room and actively manages all of the voice and data connectivity, as well as the servers for the CabMaster booking and despatch system, which has been integrated with the SpliceCom maximiser.


Email and collaboration
Deploying Google Apps for Business throughout the organisation, Dolphin have provided true cloud computing power at the heart of Go's management infrastructure.  Google Apps allows Go's users to work in a secure, cloud based environment, where they can work with a powerful set of business tools from virtually any location.


12,000 calls in 24 hours!
Recently, during the build up to Christmas and the adverse weather experienced across the UK, the call centre handled around 12,000 calls in 24 hours.


This wallboard shows all calls received by the agents during this period.  At least another thousand calls were taken by the IVR and the controllers!


Contact Us
For more information on how Dolphin can help with your call centre, contact us now on 01234 905000 or email sales@dolphinbsl.com

Headset Ready

Dolphin have teamed up with VoiceActive to provide a range of headset ready SpliceCom telephones, by bundling a free headset cable with all their SpliceCom analogue and IP telephones, along with information for users to easily get access to one of VoiceActive's range of headsets.  Together, Dolphin and VoiceActive aim to reduce workplace injuries caused by poor use of telephones in the workplace.

"More and more people are using computers and telephones together in their work, and including the headset cable makes it easy for users to take advantage of the benefits that headset use has to offer.  Too many people use their shoulder to hold a telephone handset in place while they type and, over a period of time, this can lead to neck, shoulder and back injuries.", said Jason Berryman, Dolphin's Technical Director.

VoiceActive have many years of experience in providing headset solutions to companies of all sizes.  Brian Roberts, Managing Director of VoiceActive said, "Dolphin provide cutting edge technology to their customers and by bundling our headset cables with their telephony solutions will provide a much better customer experience."

Dolphin provide a range of services including telephony, call recording, call management, live wallboards, IVR, remote working, professional greetings / music on hold production, wide area networking and headsets, along with cloud-based business collaboration and ERP solutions, using our product, "Where Are You?".  For further details, contact us on 01234 905000 or visithttp://www.dolphinbsl.com

Dolphin Taxi Apps for CabMaster customers

Dolphin Business Systems have teamed up with Command Software to provide seamless integration between the Cabmaster booking system and SpliceCom's maximiser telephone system.

Screen popping

Cabmaster can display a previous callers details to allow fast and easy despatching of vehicles.

Automated Booking / IVR

Using the maximiser's powerful text-to-speech engine, we have developed a complete IVR solution to allow callers to book a taxi from one of many regular addresses, at a time to suit them, without ever needing to speak to an operator. A taxi can be booked in advance, on account and the system can even announce the make, colour and registration number of their allocated vehicle.

The supermarket application, along with a dedicated phone, provide an excellent method of booking a car from any supermarket, restaurant, hotel or airport.

Home Working

Utilising the power of the SpliceCom maximiser's ability to connect to almost anywhere in the world, combined with Draytek's Enterprise series routers, Dolphin have built a remote working solution to allow telephonists, controllers and managers to work with CabMaster from virtually any location.  This has proved invaluable when staff have been unable to get to the office due to illness or extreme weather conditions.  Owners / managers have been able to step in at the last minute, all from the comfort of their own home.

Call Recording

The Call Recording system allows you to record some or all calls in to and out of the call centre.  This enables you to clarify customer queries and help with staff training.  The call recordings are made centrally and are secure.  The agents are unable to stop a call from being recorded, but they are able to manually record a call, if they feel that there is an issue with the customer.

Wallboard / Call Management

Live View

The live view can display Calls Waiting, Lost Calls, Percentage of Answered Calls, Individual Agent Performance and a live graphical picture of each agent and their current state (Free, Busy, Ringing, DND, etc.).  This live view can also be superimposed onto a floor plan or map, so that you can see where each agent is located.  This even works with remote home workers.  This live view is ideal for displaying on a large screen on the wall in the call centre.

Historic Reports

The historical reports provide an invaluable record of the performance of agents or the whole call centre over a determined period.  This can be especially useful when planning staff rotas or seeing (via the Trunks Busy report) when callers are able to get through or when they hear a busy tone.

For more information on dolphin Taxi Apps, please visit our website or call us on 01234 905000.

Dolphin recognised as Finalist in two categories at SpliceCom awards dinner

At the SpliceCom reseller awards evening held at The Belfry, Dolphin was listed as a finalist in no less than two categories, Best Call Centre and Best Systems Integration.

Dolphin's Technical Director, Jason Berryman attended the awards dinner and received the certificates from SpliceCom's Sales Director, Graham Harris.  He stated, "We have worked closely with SpliceCom over the last 5 years and will continue to work with SpliceCom to deliver even better solutions in the years to come."

The Best Call Centre category was for the delivery of the Vision Call Centre application into Data Cars, a 250 car private hire taxi company operating in SouthEast London.

Best Systems Integration category was received for the work Dolphin has carried out, working closely with CabMaster, to provide screen popping, autodialling, call recording, IVR and call centre functionality between CabMaster and the SpliceCom maximiser communications platform.

For further details of Dolphin's call centre and systems integration solutions, call us on 01234 905000.