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With two distinct business units covering very different markets, Launchpad Communications understands the value of keeping sales leads separate. Customers were being routed to specific agent groups trained to handle individual products or services, which often left some agents waiting for calls while others were swamped. So, in September, Launchpad implemented a number of systems to correct that. Among them was a CRM application from Oracle's Siebel division, automatic call distribution from telephone carrier Mitel, and CT Connect from Envox Worldwide. CT Connect provides the computer telephony integration middleware that unites Launchpad's CRM data and contact center operations. As a result, Launchpad was able to eliminate the silos between agent groups; each agent can now handle a wider variety of calls.
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