| Publisher | Avaya | ||
|---|---|---|---|
| Format | Date added | 08 May 2007 | |
| Topics | Help Desk, Voice Recognition, Call Center - Contact | ||
| Downloads | 91 | ||
A major technology company's help desk supports a variety of business units. These units are located in North America and South America, and they use different technologies with different support requirements. Call Center management's goal was to increase productivity to reduce the cost of handling a call by 50%. With close to 10,000 calls monthly and an average cost per call of $9.63, the opportunity was substantial. The company selected a solution that combined the Avaya Interactive Response system with an Interactive Voice Response (IVR) custom application and a Web Administration program developed by Gold Systems.
Did you find this white paper useful?
27 out of 50 users found this white paper useful
Related white papers
CRM without Workflow is not CRM: How to Maximize Sales and Service Productivity
Workflow enables businesses of all sizes to realize the enormous benefits that were previously only available to large budgeted enterprise-level organizations. Since there are multiple vendors offering hosted CRM applications,...
Sallie Mae Uses CA Solutions to Automate ITIL Processes and the Change Management Lifecycle
With a 32-year history of operating as a federal government entity, Sallie Mae was no stranger to processes. However, the many manual process controls required a significant expenditure of resources....
Selection Criteria for Remote Support Tools
Though basic remote support technology is available from many sources, including some freeware and shareware options, companies interested in improving both the economics of support and the customer experience should...
Applying Remote Support Technology for Maximum Impact
Remote-support technology is a powerful tool for support delivery. By using remote support, technicians can access the users' desktop to effectively diagnose and resolve the issues. But to yield maximum...
9 Management Practices for Exceptional Webinars
Marketing professionals continue to rate Webinars as one of the top tools for lead generation. Yet, many marketing departments still do not have a process in place to maximize Webinar...
Lean IT: Innovations in Managing Service Quality
Experts discuss innovations in managing service quality. Gain insight on a framework of products that can be used to support today's IT operations challenges and initiatives. This framework of...
Reasons for Automating a Help Desk
Whether you call it a help desk, technical support, the problem management center, or even the customer support center, there are several reasons to consider automating your help desk, so...
