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January 05, 2009

Landata Systems Enhances Customer Experience with Spectrum's Ultra-Link Software

By Jessica Kostek, TMCnet Channel Editor


Spectrum (News - Alert) Corporation, sponsor for TMCnet’s Call Center Digital Signage channel, delivers end-to-end visual management solutions to contact centers and beyond. Their software/hardware solutions provide value to all levels of organization, while making the right data available to the right personnel all at the right time. 
 
By utilizing current data collection and publication tools, Spectrum has helped organizations improve their corporate communications, customer service, and bottom line profits. Maintaining an international customer base via their distribution model, that includes highly trained and knowledgeable sales, support, and implementation technicians, many Spectrum applications/deployments have materialized as a result of their partnership with Avaya (News - Alert) and the partner/OEM relationship that exists today.
 
With Landata Systems, Inc., a wholly-owned subsidiary of Stewart Information Services Corporation and provider of IT services to the real estate title industry implemented Spectrum’s Ultra-Link software solutions in turn improving communication within their Customer Service Center.
 
Landata Systems helps title offices improve their accuracy and reduce costs by providing products that allow them to use paperless, online underwriting tools. Therefore, when company officials wanted to find a solution for their technicians to see what type of calls were coming in, reduce the number of abandoned calls and improve overall customer service, they turned to the Spectrum Corporation for aid.
 
Landata Systems was looking for a solution to:
 
•Record all ACD activity and report information to technicians 
•Provide means for technicians to constantly view Customer Service Center statistics
•Gather information, for reports, to aid in technician training and performance management
 
Installing Spectrum’s Ultra-Link, a software application that collects real-time or historical data from any open data source proved to work well for Landata. With the capability to displaying critical data on wallboards, desktop screen-pops, web pages, and much more along with a Graphical User Interface (GUI) and the addition of enhanced alarming and messaging features allowing statistical data to be viewed by more people in different environments was the perfect solution.
 
Some of the many advantages of Ultra-Link include:
 
•Alarms and thresholds – helps agents and management proactively participate in the success of the department and organization
•Collection of real-time and historical data – gives a complete view of the contact center
•Greater visibility of the business – empowers agents and management to make better business decisions and effectively manage resources
•Monitor the contact center – aligning everyone with company goals and objectives
 
Installation took only half a day and was installed on a stand-alone PC workstation that started collecting and distributing data immediately after the initial installation.
 
“We are able to collect real time stats that assist us in better serving our customers. We are able to do this because we can see calls holding in our CSC queue, how long they are holding, and what skill set they are holding for,” said Robin McNeil, Customer Service Professional. For those who did not have a direct view of the wallboard, this same information was viewed on individual desktop screen-pops. Technicians and managers now have the information they need right on their desktop to effectively handle each customer.”
 
Spectrum’s Call Center Digital Signage is a secure way for businesses to have one less headache and in place a solution that is sure to work. For more information on Call Center Digital Signage visit TMC’s (News - Alert) channel located here or Spectrum Corporation’s website.

Jessica Kostek is a channel editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Jessica’s articles, please visit her columnist page.

Edited by Jessica Kostek



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