CHANNEL PARTNERS UC and collaboration provider Star2Star Communications (Booth #611) said today it has completed the first phase of a call center for MUY Brands Inc., the nations fifth-largest Pizza Hut franchisee. When the final stage is done, the call center will be one of the largest of its kind in the world, serving 7,000 agents across multiple locations.
The initial project phase replaced an old call processor and analog phone lines. It combined Star2Stars StarCenter cloud-based call center application and a managed WAN from Interface Security Systems (ISS) to produce an order-taking system that connects more than 400 fixed call center and virtual agents via the Internet.
The call center, located in San Antonio, Texas, ties together a 400-seat call center with MUYs 160-plus Pizza Hut stores in Texas and New Mexico. ISS implemented the Star2Star platform for MUY with services including managed broadband, over which it delivers a PCI-compliant private network for credit card information; alarm and security products; and digital voice, powered by Star2Star.
Call center agents may field orders for any store in the chain. During peak periods, incoming calls automatically overflow to additional call center agent positions in each of the Pizza Hut stores. So far, beyond substantial cost savings, the solution has helped MUY increase business volume by 40 percent during high-demand times, such as the Super Bowl and Halloween, without adding stores or staff.
We have more than 7,000 employees and consider our communications environment very important to being able to manage our business,” said MUY CEO Jim Bodenstedt. So speed and efficiency are very essential to our business.”
The next two phases of the call center will provide other features, including provisions for work-at-home agents.
Star2Star and ISS are releasing their Pizza Hut case study at the Fall 2012 Channel Partners Conference & Expo.