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.
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