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12 August 2013

Case Study: Frontline builds contact centre business on Callmedia

Outsourced contact centre services provider Frontline has put Callmedia contact centre software at the centre of a fast-growing operation handling thousands of urgent support requests every week. Frontline is celebrating its 15th birthday and has been a customer of Callmedia – a next-generation contact centre platform developed and owned by networking services supplier Azzurri – since its inception. In that time it has grown from a four-man team to an 80-strong, 24/7 operation, handling first-line support, triage and follow-the-sun contact centre services to 1,200 clients in multiple sectors. Enterprise-grade contact centre Having engaged with Azzurri’s predecessor company to supply a number of Avaya INDeX PBXs in the late 1990s, Frontline first implemented Callmedia to take advantage of enterprise-grade features. These include computer telephony integration (CTI) – which gives agents the ability to identify which customer is making the call – and skills-based call routing. Frontline MD David Jones says that when setting the ...

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