“Time is money” is an oft-used phrase in business worldwide. For the contact centre industry it’s perhaps one of the core principles that underpins everything. In the contact centre, it’s all about time – wait time, handle time, wrap up time, labour time, idle time – and when you want your interactions handled by a live person – it all comes back to paying for those individuals that are providing customers with the best possible experience.
ContactSuite is a local Kiwi company that provides cloud software for contact centres that focuses on “agent experience” – making it easy for contact centre workers to do their job resulting in happier staff, happier customers and improved efficiency.
Telnet, ContactSuite’s sister company and key customer, was looking to update its staff payroll platform. The existing system was outof date – with manual processes and data entry that were time consuming and prone to error – and approaching end of life, with key online systems no longer getting updates. Recognising the need for a modern solution, ContactSuite set out with Telnet to find a solution that would not only provide automation and better self-service features, but that would also seamlessly integrate withTelnet’s systems.
The key to success was in establishing direct connectivity between the chosen solution, and ContactSuiteAX – the platform behind all of Telnet’s frontline operations. When Telnet staff log on at the start of their shift, go for breaks, change what they are working on, or finish for the day – all this information is recorded directly within ContactSuiteAX. Central to the integration was the ability to synchronise ContactSuiteAX’s “timesheet” data directly with the chosen product.
Working closely with the team from award winning New Zealand accounting and payroll cloud software company, BizEx Software, the decision was made to implement “BizPayroll” – their locally supported cloud payroll solution.
BizPayroll’s extensive and well documented software integration APIs provided the key technical building blocks to allow seamlessly integration with existing time recording, management and approval processes that exist within ContactSuiteAX, and use this data to efficiently and accurately pay all Telnet’s employees with virtually no manual intervention.
The whole transition was more-or-less invisible to Telnet’s staff, who are distributed all around the country. Their day-to-day work and breaks are tracked in ContactSuiteAX, and once approved by their supervisors, is automatically transferred into BizPayroll each day, ensuring consistency and reliability throughout the entire process.
As a bonus, Telnet’s staff also got to benefit from BizPayroll’s easy to use mobile and web applications – which resulted in increased efficiencies and ease of use – from onboarding and gathering staff details, through to leave and expense tracking and approval, and whilst it’s yet to be deployed – even rostering and scheduling.
Overall, the successful implementation of Telnet’s new payroll system stands as testament to the power of seamless API integration, and good local partnerships. Telnet have transformed the way they manage payroll, unlocking new levels of efficiency and accuracy, all whilst making it easier to manage and use.
Telnet’s payroll system integration story showcases ContactSuite’s passion for improving efficiency and boosting the employee experience in contact centres. By truly believing that “time is money,” and ContactSuite’s software solutions are crafted to save both – all whilst making work easier and more enjoyable for agents. With the addition of BizPayroll, Telnet’s employees now also get the benefits of an easy to use and reliable payroll system that leverages web and mobile based tools to make management of onboarding, leave, and rostering just as simple and efficient.
ContactSuiteAX and BizPayroll make an amazing combination- with user-friendly tools and constant innovation, both are on amission to revolutionize the way contact centres and other businesses operate – one integration at a time!
