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October 17, 2007

Resolute Launches Intelligent Contact Center

By Susan J. Campbell, TMCnet Contributing Editor

Resolute Solutions Corporation, a technology consulting firm that delivers end-to-end business solutions, has announced the availability of a highly integrated contact center solution: Intelligent Contact Center.

This new solution integrates five Microsoft (News - Alert) technologies and includes a set of best practices and development accelerators for creating a highly integrated contact center solution.

The Intelligent Contact Center enables organizations to take direct steps to improve customer service, satisfaction, retention and management, while also reducing costs and increasing revenue streams.

Click here to watch a video in which featured Gartner vice president Michael Maoz shares new insights on the innovative technologies and processes shaping the future of customer service.
“Forward-thinking organizations are seeking ways to improve customer service, reduce the cost to serve their customers, and increase revenue from their customer touch points,” stated Resolute Chief Technology Officer Eric Blankenburg, in a statement.

“A key component in accomplishing these goals is to integrate and ease the ways that customers want to communicate.” The Resolute solution is based on a unified communication architecture.

“The combination of Microsoft’s unified communications software and Resolute’s contact center solution provides a powerful new way for people to collaborate while taking the complexity out of communications,” said Tim Stumbles, business development manager, Unified Communications (News - Alert) Group, Microsoft Corp, in a Monday statement.

“The Resolute Intelligent Contact Center complements the features in Microsoft Office Communications Server 2007, Microsoft Office Communicator 2007, Exchange Server 2007 and Microsoft Office Live Meeting powering communication across the applications, networks and devices businesses already know and use.”

To help companies solve real-world business problems, Resolute combines its deep custom development expertise and vast knowledge of Microsoft technology. The Intelligent Contact Center solution showcases this rare combination with a system that offers such benefits as:

-- Improving customer satisfaction by enabling customers contact through a variety of methods including voice, self-service web, email and instant messaging;

-- Increasing customer retention by enabling differentiated treatment for highly valuable customers;

-- Lowering servicing costs by reducing call times through intelligent and seamless routing of all types contact requests to the proper and available person;

-- Increasing revenue from support touch points by intelligently making the right offers based on customer behavior;

-- Improving customer service with easy access to all customer contact history regardless of communication medium.

The contact center functions as the main point of interaction between the customer and the company, yet not all organizations focus on ensuring that these interactions are of the highest quality to guarantee customer satisfaction.

Contact centers also must continue to find ways to control costs and increase revenue streams, while also increasing service deliverables. This is a lot to demand from the contact center and as a result, organizations rely on companies such as Resolute to help them achieve success.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
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