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Articles tagged with: Contact Center
US Call Centers Under Perform in Data Security
A new report has suggested that USA based call centers are falling behind in preparing disaster recovery procedures or maintaining security in their data. Considering the recent cases where Verizon Wireless had to use the courts to stop companies attempting to extract customer information from their call centers, this is significant. Dimension Data announced the preliminary findings, which are based on a study of 369 contact centers worldwide. more
Related Tags: benchmarking
Thai Operator Improves its Call Centers
Avaya says that it has successfully designed and deployed the Avaya Call Centre solution in a US$4 million contract with Thailand's AIS. Avaya was tasked to deliver the full scope of service, from solution design and implementation, through a five year maintenance contract, and since then, AIS has experienced dramatic improvements to call centre efficiency, productivity and customer service standards. more
Related Tags: contact-centre, call-centre, ais, avaya
Call Centers Get a 3G Video Link to Customers
Japan's Oki Electric Industry has announced its development of "Visual Contact Center," a demonstration system using the videophone function on 3G mobile phones to enable video calling between customers and call center staff. more
Related Tags: call-center
Thai network improves customer care routing
Convergys Corporation has announced an agreement to provide customer care services to the Thailand based, Advanced Info Service (AIS). The complete Convergys solution will provide AIS with the flexibility to route customers to the appropriate customer support representative based on customer value and preferences, resulting in greater efficiency and more effective call handling. more
Related Tags: advanced-info-service, customer-care, ais, convergys
T-Mobile improves customer care
Virtual Hold Technology has announced that T-Mobile USA has selected VHT's Virtual Queuing technology for use in its 11 contact centers to improve operations and increase customer satisfaction. T-Mobile expects a steady increase in call volume due to its rapidly growing customer base. Its contact centers also experience seasonal surges in call volume in response to special promotions. more
Related Tags: t-mobile-usa
Russian network migrating billing platform
Russia's VimpelCom says that it has successfully completed a migration program of more than 2.5 million customers onto an Amdocs billing and customer care platform. With this migration, VimpelCom is leveraging the Amdocs platform to provide centralized, convergent voice and data support for more than 10 million prepaid and postpaid customers across 52 regions of VimpelCom's nationwide operations. The Amdocs platform was initially rolled out in 2002 to support VimpelCom's Moscow-based customers. more
Related Tags: amd, customer-care, amdocs
Vodafone gets pro-active in Irish customer care
A subsidiary of Alcatel, Genesys Telecommunications Labs. has announced a major order for a blended inbound/outbound customer contact center solution from Vodafone Ireland. By connecting only live calls to agents, the Genesys Outbound Contact solution is designed to enable Vodafone to contact customers to drive sales and improve customer satisfaction, while reducing the percentage of outbound calls made each week that prove to be unproductive. It will also enable the company to increase outbound calls by more than 127% and take on more telemarketing campaigns. more
Related Tags: genesys
Group 3G selects customer care solution
SITEL Corporation has signed a contract with the German 3G license holder, Group3G which trades as Quam to provide customer care services. The contract provides for SITEL to deliver a variety of customer care services to Quam's corporate and private customers, including customer registration and product inquiry handling via e-mail, telephone and fax. more
Related Tags: customer-care