Intuit kicks off contact centre campaign

Intuit Consulting has appointed Proud Public Relations to manage a campaign aimed at customer contact centres in the UK and USA to improve 'first fix' call routing.

The company's unique skills-based routing software, PER, is already enabling organisations such as Serco, Vision Service Plan and Associated Computer Services to realise better agent utilisation and value while dramatically improving customer service and driving down costs.

Tom Pienaar, Director at Intuit Consulting, explained: "PER integrates seamlessly with the market-leading call centre solutions from Aspect Software, and delivers highly effective call management functionality that goes over and above those available from standard automated call distribution (ACD) systems.

"By ensuring that the right call is directed to the right agent, first time, PER greatly enhances business efficiency and reliability; not to mention the reputation of the contact centre industry.

"It is a low-risk solution for the contact centre too as it offers in excess of 99.99 per cent reliability with instant 'hot failover' that can revert calls back to standard ACD functionality".

The PR campaign will highlight the importance of customer service in contact centres.

PER is an efficient contact and resource management solution from Intuit, designed for processing and managing voice or multi-channel customer contacts in a single or multi ACD environment.

The skills-based routing software allows calls to be delivered to specific skilled agents rather than the nearest skilled 'group'.

Used by a number of Aspect-based call centres as a highly resilient and efficient call centre management solution, it has a demonstrable rapid return on investment and low total cost of ownership.

PER is able to schedule and place call backs, enable the virtualisation of multiple call centres, integrate management information and deliver true and effective skills routing.

It is a loosely coupled, web services based system that requires a surprisingly small Windows Server footprint, and typically deploys to production within just five days.

Intuit Consulting boasts a highly specialised knowledge in Aspect CallCenter ACD and has deployed numerous Aspect CTI solutions ranging from straight forward Screen Pops to complex integrated multimedia routing solutions.

The company's professional services division has extensive experience in integration to multiple CRM products in both Microsoft and Linux/Unix operating systems.

Development and integration are undertaken against all the major databases working with all the industry standard technologies and languages.

CTI and integration skills specific to the call centre industry are offered in deployment and integration to Genesys, Avaya and Aspect.

Intuit is based in Bourne End, Buckinghamshire in the UK, and also operates out of Denver, Colorado in the USA.

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