| Publisher | BMC Software | ||
|---|---|---|---|
| Format | Date added | 11 Sep 2009 | |
| Topics | SLA, Service Level Management, Help Desk | ||
| Downloads | 162 | ||
COLT TELECOM Group is one of the most successful telecommunications suppliers in Europe. COLT TELECOM GmbH of Germany realized the importance of providing rapid and reliable customer service, and as part of that service, wanted to ensure that callers to the company would be routed immediately to the person who could most effectively and efficiently resolve their inquiry. The need to route incoming calls prompted COLT TELECOM GmbH to implement a new call center solution based on Remedy's Action Request System (AR System). The new solution is integrated with the existing Remedy Help Desk system using Softphone, an interface developed by Softlab.
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