Product category:
Direct marketing agencies
News Release from: Eclipse Marketing
Edited by the Marketingservicestalk Editorial
Team on 08 January 2008
Next generation VOIP offers exciting
prospects
The successful installation of a new contact centre telephony system has enabled Eclipse Marketing to increase the range, reliability and quality of its service delivery.
The major upgrade to Avaya Communication Manager, a stable and flexible application and a global leader in contact centre technology, means all the database marketing company's voice and data traffic now uses the same integrated communications network The new VOIP solution is already helping Eclipse step up its service levels and offer clients tailor-made reporting
This article was originally published on Marketingservicestalk on 31 Jul 2007 at 8.00am (UK)
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"By installing next generation call processing software, we have been able to build on the high levels of functionality we already had, now with the added advantage of being on one unified platform across multi-sites," said Eclipse's Jenny South.
"Eclipse has deployed the solution across all its locations, so we have improved business continuity and disaster management contingency, in the event of a problem in the main contact centre.
"The new platform also gives enhanced skills-based routing and the flexibility to upsize to a maximum of several thousand end points, plus the potential to add fresh functionality, like home working, if required".
The new software platform offers further benefits and services: it enables Eclipse to increase its multimedia offerings to clients, including webchat and seamless email services, to maximise the use of its agents by enhancing the management of its contact centre service levels, and to provide individual clients with detailed, tailormade reports, via an innovative reporting module.
"The work involved in installing and implementing the system was considerable and we couldn't have done it without the help and support of our communications specialists, Central Telecom, but it has been worth it," said South.
"With the installation complete and a comprehensive training programme in place, we are confident we have the platform to service the needs of our clients well into the future, supporting a host of exciting new business opportunities".
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