| Publisher | Nortel Networks | ||
|---|---|---|---|
| Format | HTML | Date added | 30 Oct 2004 |
| Topics | Call Center - Contact | ||
| Downloads | 57 | ||
Call Centre Solutions Ltd. is a Call Centre Operator based in Dublin, Ireland. The challenge was to select an advanced, continuously updated, and flexible call centre platform that could support a variety of business operational requirements, business growth, and geographical expansion in a cost-effective way. The company opted to further develop their call centre services around a Nortel Networks Symposium Call Centre Solution. The system offers skill-based and language-based call routing, which matches agent skills with the level of service required by each customer. Together with Symposium Web Solutions, the system enables the creation of a fully web-enabled, virtual call centre, with staffs dispersed over multiple locations.
Did you find this white paper useful?
23 out of 50 users found this white paper useful
Related white papers
Contact Centres: Optimum service at optimum cost
Getting the balance right between meeting the inbound call expectations of busy customers and optimising telecoms costs is the goal for many ICT managers. Technology now enables far more powerful...
Responding quickly to changing markets: Anticipate, Adapt, Excel
Market change is relentless: ever-higher customer expectations, shrinking product life cycles, and new rivals on the scene all accelerate the pace. But small businesses and midsize companies have one distinct...
Clearing the Way for Faster, Smarter Decisions: Instant, Accurate Information Drives Competitive Edge
Decisive actions can elevate your business above the competition and help your company grow and stabilize. But decisive leadership requires accurate, timely, and accessible information, along with the right software...
Delivering a "Wow" Customer Experience
In today's environment, companies can't just compete on price and product. They must also deliver a great customer experience. Rich Caballero, vice president of product management at Oracle, explains the...
From Voice over IP to Unified Communications: Simplify System Management
Telephone system manageability depends to a great extent on the underlying architecture of the voice system. Some platforms are extensions of legacy voice switches, others are built on top of...
BlueCross BlueShield of North Carolina Improves Service to Members and Applicants
Blue Cross Blue Shield of North Carolina (BCBSNC) wanted to enable individual customers to get a rate quote and purchase insurance online, 24 hours a day and increase efficiency and...
Challenging the economic downturn
HOW CAN BUSINESSES MAXIMISE CUSTOMER RELATIONSHIP MANAGEMENT (CRM) TO CONTAIN COSTS AND IMPROVE SERVICES? This Vodafone white paper looks at how careful investment in CRM can underpin a strategy for...
