Baycorp Advantage offers interactive txt channel to streamline communications processes

TxtCentre - Baycorp advantage offers interactive txt channel to streamline communications processes

AUCKLAND, NEW ZEALAND - 25 May 2004 - Baycorp Advantage announced today they have commenced using the TxtCentre interactive TXT channel to provide a new communications option for consumers.

The TxtCentre service allows consumers to request a call back from a Baycorp Advantage contact centre agent. The service is both user-friendly and time-efficient. A consumer creates a TXT message on their mobile phone which contains the word "call" and sends it to TxtCentre's shortcode. The TxtCentre application calculates when an agent will next become available and generates and an immediate TXT response which advises the consumer when the call back will occur. The consumer avoids the inconvenience and cost of being placed on hold and gains instant assurance of when they can expect to be contacted.

Warren Tobin, CEO TxtCentre Ltd, said "this is an example of how a simple idea can translate into significant benefits for all parties. If you are running a contact centre you need to be aware of the large number of mobile phones in New Zealand and Australia and the fact that they have moved from remote voice devices to multi- channel communicators. On a person by person basis, TXT messaging is used more frequently than email and the web, making it the second most popular communications channel. We pioneered the concept of TXT as a bi-directional channel for contact centres, and deliver both cost savings and customer service benefits to our subscriber customers."

Stephen Benton, General Manager of Receivables Management, Baycorp Advantage said, "as an organisation that utilises technology as a core component of our business, we are always looking to use technology to better service both our corporate clients and the many consumers we interact with on a daily basis. The TxtCentre service is expected to further improve the efficiency of some of our communication processes and we expect to gain returns both through an improved level of response from consumers and through a reduction in contact centre overheads".

For more information, please contact:

Baycorp Advantage

Contact details for Shelley Hughes - NZ Communications Officer

64 9 356 5962

Mobile: 64 21 472 063

www.baycorpadvantage.com

TxtCentre

Contact details for Jo Skinner

64 21 784 684

jo@txtcentre.com