Credit Solutions Launches Integrated IT Program to Minimize Client Hold Times
DALLAS.- Credit Solutions, the largest for-profit debt management company in the United States, recently rolled out a new Cisco Unified Contact Center contact center, which help enable the company’s telephony system to interface seamlessly with its enterprise research planning (ERP) infrastructure. Credit Solutions engaged with Cisco partners Coleman Technologies, Inc. and AT&T to implement the new system.
By deploying Cisco Unified Contact Center Enterprise as its voice over Internet protocol (VoIP) system, Credit Solutions has streamlined and integrated its IP and information technology systems into a unified architecture.
With the recently launched Cisco customer care technology, Credit Solutions clients will be automatically routed to the correct department. All the data in the ERP system will now merge with the telephony framework, meaning shorter hold times for clients.
“Through the Cisco Unified Contact Center, our phones are now integrated with our desktops in a single customer-focused workspace,” says Cody Wray, vice president of information technology at Credit Solutions. “For instance, when an employee logs on to his computer, he is now automatically logged on to the phone system by our servers as well.”
Wray says call routing is driven by what employees are working on at that particular moment.
“The Cisco solution provides a clear view into agent call activity so the system is able to anticipate what agents are doing and queue calls for greater productivity and efficiency,” says Wray.
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