Delivery firm City Link is reducing the time it takes for its contact centre to handle customer requests through integrating Cisco technology with interactive software.
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It will provide agents with real-time customer information as calls arrive and enable them to share information more easily via instant messaging or desktop-sharing, so they don’t have to start again when their enquiry is passed to someone else.
Customer calls can be recorded or turned into a video conference or instant messaging chat. It also enables the team to see the customer’s details.
James Coxon, IT director at City Link, said the company outsourced the project to access multiple vendors. “Virgin Media Business’ ability to work with multiple vendors to suit our own specific needs played a major role in them securing this contract.”
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The initial contract creates a platform for City Link to roll out instant messaging, presence and video to the rest of its telephony services, said Virgin Media Business.