* What drew Attachmate to Nuasis’ call center product
Recently, Attachmate turned to the IP-based Nuasis NuContact Center to meet its call center requirements.
Gary Ketron, director of technical support at Attachmate, cites several reasons for selecting the product. Gary says Attachmate will benefit from a distributed call center environment and can do so without paying for long-distance charges between sites. The voice rides Attachmate’s data network, and voice quality is no different from the traditional telephone network. He says that creating a pool of technicians worldwide where “we can plug them wherever needed and where the location no longer makes a difference… is huge for us.”
As with many other call centers, Attachmate has a customized CRM system. The CRM system is called Vantive and it enables the NuContact Center to route and prioritize calls and e-mail according to data from the CRM database.
The CTI integration with the Vantive system took a few hours, Ketron says. The fact that CTI was native to voice over IP was “a big draw.” In other implementations, he estimates this integration would have cost more than $50,000 for a server and would have taken “quite a bit of time.”
The implementation also provides e-mail, Web-interaction and instant-messaging services. In the case of e-mail, the appropriate call center agent receives a screen pop with directed CRM information along with the e-mail.
E-mail messages not answered within stipulated thresholds are escalated. Instant messaging alerts can reach the appropriate call center agent if a customer is calling and the agent is unavailable. Integrating applications on a single desktop window “allows workflow to go more smoothly, and the productivity increases,” Ketron says.
Gary’s comments can be heard in an audio interview by clicking on:
