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The client, a coin and bullion reserve company, required an inbound and outbound communications solutions for its call centers. Because of the nature of their business, the company required more than a contact center, as the lifeblood of their business depended on true customer communication. The client worked with Amcat to implement a customer history and profile information system within their inbound/outbound contact management system. Amcat Professional Services created new SQL tables and stored procedures along with new Web-based screens that would be displayed on the sales person’s Amcat Agent Contact desktop. The Web pages are dynamically generated and contain the customer history of previous purchases for the customer being contacted. The sales person can now view the customer’s previous purchases in seconds and prepare for the call in real time. The client reports that it is ecstatic about how the Amcat partnership has helped the company improve business processes that enhance business services and have a direct impact on revenue. The new system helps them capture and display customer and product information, streamline processes and analyze information to make decisions.
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