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Case Study: Frontline builds contact centre business on Callmedia
This article is part of the Computer Weekly issue of 12 August 2013
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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Customer service and call handling specialist Frontline relies on Azzurri’s Callmedia contact centre platform to provide first-line support to customers
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